Prepaid Platform Training

Transcript Prepaid Platform Training

Prepaid Platform Training

Course Overview Course Description Course Overview Duration

This course prepares Associates for the migration from the VeriSign (PPIN) Prepaid Platform to a new Prepaid Platform.

• Overview • Lesson 1: New Customer Set-up • Lesson 2: Supporting Existing Customers • Lesson 3: Managing Prepaid Account Activity • Lesson 4: Account Statuses • Additional Support Materials • Revised Policies 60 – 90 minutes

Course Description Course Objectives

Upon completion of this course, you will be able to: • Explain the impacts of the Prepaid Platform Migration to Associates and Customers • Activate new Prepaid Customer accounts • Take payments and replenish Prepaid Customer accounts • Support existing Prepaid Customers • Manage and track Prepaid Customer account activity • View account status information

Audience

Sales Associates

• Retail Wireless Consultants • Cashier/Greeters • Sales Leaders • Technicians (Optional) • Inventory Coordinators (Optional)

Customer Service Associates

• Prepaid Customer Service • Telesales • Order Processing • Tech Team • Help Desk • Customer Relations • National Resolutions • CQA

What’s Changing?

In March, U.S. Cellular® is migrating from the VeriSign (PPIN) Prepaid platform to a new

Prepaid Platform Solution

, hosted by two vendors: XIUS-bcgi and Datascape.

XIUS-bcgi

is providing the Customer Care User Interface (

CCUI

) that will replace PPIN to:

Datascape

is hosting the system that will replace the DataCard Terminals as an online application to: • Activate Prepaid accounts • Add credit or debit card information • Select the ongoing fund source (cash v. instant refill) • Review usage, payment history and account notes • Apply adjustments as necessary • Update the Customer’s bill cycle date (Monthly Recurring Charge) • Update the Customer’s service plan and features • Replenish an account • Perform an account balance inquiry • Run daily Replenishment reports (Totals and Activity Reports) • Print and re-print receipts There is no change to the process.

CARES

Benefits of the Prepaid Platform Solution to Associates

Some key benefits of the CCUI:

• Functional tab lay-out • Streamlined activation process • Features and service plans are tied to availability by market • Summary information by “bucket” simplifies research to answer customer questions • Historic credit card account information stays on the account permanently • Credit cards will be authorized the first time of use using billing address and CVV number to prevent fraud • Associates can see accounts for Customers across markets

Some key benefits of Datascape:

• A real-time, web-based application for Prepaid replenishment accessible from any registered PC in a retail location • Any dollar amount can be added to a subscriber’s account • Current account balance can be accessed without performing a replenishment • Improved transaction traceability and reporting • Timely commission and settlement transactions

Benefits of the Prepaid Platform Solution to Prepaid Customers

The transition to the CCUI and Datascape systems will also create some positive changes for Prepaid Customers. Some of the changes include: • Customers may replenish in any U.S. Cellular market; helpful for those who travel often or work outside of their home market • Customers may only replenish their account using cash, credit card or debit card. The following forms of replenishment will no longer be accepted: − Western Union payments − Bank draft payments This will maximize security of the customer’s accounts and eliminate overdraft fees for payments from checking accounts • Customers will now dial #BAL(#225) to hear their monetary account balance and #ADD(#233) to add funds via the credit card on file; this replaces the #369 functionality • The type of minutes (peak/off-peak) billed for the entire call are determined at the start of the call. For example, if a call is initiated during the off-peak time or free call time of 6:58 am and ends at a peak time of 7:20am, the entire call will be rated as an off-peak call. The opposite is also true, and will be communicated to existing Prepaid Customers.

Prepaid Platform Migration Overview

The migration will occur in March by market segments. Our goal is to make the transition as seamless as possible for Customers and for you.

• Not all markets will migrate at the same time • We are using a phased approach • Migrations will occur on Tuesday, Wednesday and Thursday, at least 2 business days apart

There will be future communications to keep you posted about these changes and the migration in The Buzz.

Training and Post Training Support

This course introduces the new CCUI and Datascape system and highlights the

key

procedures, process, policies and positioning changes you need to know. In addition to this course, there are three online resources available to you during and after the migration:

Replaces PPIN Prepaid Platform Tool

• Links to New How-to-Guides • Job Aids • System Demonstrations • Glossary

Tutorial Prepaid Migration Website

• Available on Cellsite • Up-to-date migration information • Answers to frequently asked questions

CCUI Training Environment

You will have access to a training environment where you can practice using the CCUI to activate and manage Prepaid Customer accounts. At the end of this course, you will be able to print a CCUI Practice Activity Worksheet that will explain how to access and use the training environment. This worksheet will also be available on the Prepaid Platform Tool.

Lesson 1: New Customer Set Up Lesson 1

Overview

In this lesson, you will watch a demonstration of a new Customer account activation. The demonstration will provide you with an overview of the entire process. Within the demo, you will see a

magnifying glass icon

that will alert you to any significant differences that will be addressed in greater detail in this course.

This lesson will also prepare you to set up replenishment options for the Customer and take payments. Once the Customer’s account is active, you will next want to discuss replenishment options to ensure that the Customer’s service continues without interruption.

Objectives

• • • • • • Upon completion of this lesson, you will be able to: Log into the CCUI Log into Datascape Activate a new Customer account Explain replenishment options Set up replenishment options Take a payment

Take me to the demo!

Account Activation in Detail

Now that you have seen what the activation process looks like in the CCUI, let’s focus on a few key areas of the process: • Log in • Select a Market ID • Calculate the Service Plan and Features amount • Change the Default Service Plan • Trigger the Monthly Recurring Charge (MRC)

Log in

You will access the CCUI with your current VeriSign credentials. If you do not currently have access to VeriSign, you will receive an e-mail with your username and password from I.S. Support. If you do not receive a new user name and password, submit a Remedy Ticket through Request Central.

Select Market ID

The Market ID is the market where the Customer lives.

This replaces the Distribution Outlet selection in PPIN, simplifying the activation process.

Calculate Service Plan Fee

You must determine the service plan and features the Customer wants

before

you start the activation process in the CCUI. You need to enter the

Service Plan Fee total

(whole dollar amounts only) to complete this screen.

Note:

• Retail stores will round up to the next highest dollar. (i.e. 4.95 =

) • Order Processing will enter

Service Plan + Features Service Plan Fee

Charles Helton

$60 Service Plan + $ 5 Feature $ 65

Payment Information

Do not

enter payment information during the activation process. You will have an opportunity to add credit/debit card information once activation is complete.

Entering the Customer's credit/debit card information at this point may result in duplicate charges.

Change the Default Service Plan

During the initial activation process, the Customer is assigned to a Default Service Plan (DEFLT).

The ‘DEFLT’ in the Service Plan field indicates that the account is active in the CCUI; however,

the Customer cannot use their device until you change the default plan to the Service Plan the Customer selected.

Change the Default Service Plan, continued

Only the plans that are available in the Customer’s market will display.

Select Features

Only those features that apply to the selected service plan will display.

Important!

Before you save the plan

, confirm the selected features with the Customer. Once you hit the “Save Plan” button, you

trigger the billing cycle (MRC).

Any features added after the price plan is saved will not take effect until the next bill cycle date.

Order Processing:

Once you hit

Save Plan

, the Agent must process an

Activation Payment

in the Datascape System in order to activate the service plan and features. You will end the call at this point.

Replenishment Options

Once the account is active, you should discuss replenishment options with the Customer to ensure uninterrupted service moving forward. The CARES replenishment process does not change.

Instant Refill

(Personalized Accounts only)

CCUI

Customer credit/debit card information is stored in the CCUI. Customers may use this option to do the following:

One Time Payment

(Personalized or Anonymous)

Datascape

Customer makes payments at a retail location.

1. Pay for MRC (Monthly Recurring Charge) 2. Add money to their balance using the IVR/#ADD (#233) if they need additional minutes or SMS funds.

3. Use for Low Balance Refills (LBR) Payments can be cash or credit/debit.

Bank drafts

and

Western Union

are no longer available payment options. If you currently take checks using TeleCheck, you will continue to do so.

Replenishment Procedures: Instant Refill Instant Refill

(Personalized Accounts only) Watch a demonstration of Instant Refill being setup on Charles’ Account.

As you watch the demo, notice that the all information is entered into the CCUI: • Credit/Debit Card Information • Automatic Balance Replenishment Amount • Fund Source

Take me to the demo!

Enter Credit/Debit Card Information in CCUI

Once the Customer’s account is active, and the Customer is on the correct service plan, you may add the Customer’s credit/debit card information. The

mailing address

and

credit/debit card billing address

do not need to be the same; however the credit/debit card billing address provided must match the address on file with the credit/debit card company.

Enter the

CVV

/security card number (card verification value code). The CVV number will not be stored in the CCUI. It is used for first-time authorization only.

Be sure to enter a valid credit/debit card billing address. The zip code will be used along with other values to authorize the credit/debit card.

Select Instant Refill Amount

To pay for any services beyond the monthly service and features, the Customer will need to make an additional payment, either at a store or using #ADD(#233) as shown below. The dollar amount entered in this field is the dollar amount that will be automatically added to the account balance when the Customer uses the

new

automated system to replenish by dialing

#ADD (#233).

This is also the Low Balance Recharge (LBR) amount if the Customer has this feature on their account. This must be a whole dollar amount.

Fund Source for Instant Refill

The

Fund Source

indicates how the Customer wants their MRC to be paid: • Automatically from a credit card on file (

Credit Card

) • Manually by dialing #ADD (#233) or by visiting a retail location (

Debit from Account Balance

•

Credit Card

as the Fund Source indicates that the Customer’s MRC will always be paid directly from the Credit Card, no matter what funds are in the Customer’s account balance. •

Debit from Account Balance

as the Fund Source means that the Customer’s MRC will always be paid with funds from the account balance, even if there is a credit/debit card on file.  If a Customer has a credit/debit card set up on their account, they can add funds using #ADD (#233) or by using Low Balance Recharge (if the Customer is on a qualifying plan) regardless of the Fund Source setting. Note: If the Customer's fund source is set to Credit Card, funds added through #ADD (#233) or LBR will never be used to pay the MRC, since the MRC is paid directly by credit/debit card regardless of the account balance.

Low Balance Replenishments

The LBR option will display as a Feature for qualifying plans if a credit/debit card has been saved on the account. The LBR feature will not display (even on qualifying plans) if there is no credit/debit card saved on the account. If a customer has a credit card set up on their account, LBR is listed. Feature Options is the threshold (if the Customer's balance hits that amount, the replenishment will be triggered), not the amount to replenish. The amount that will be replenished is set in the Amount field on the Credit Card set up screen. If a customer does not have a credit card set up on their account, LBR will not be listed in the features list

Replenishment Procedures: One Time Payment One Time Payment

(Personalized or Anonymous) Watch a demonstration of a one time payment being processed for Charles’ account.

The demo will begin where we left off in the activation process. Charles is going to replenish his account with a cash payment of $100. As you watch the demo, notice that all the payment information is entered into Datascape.

Take me to the demo!

Fund Source: One Time Payments

Debit from Account Balance

is the default after activation. As long as the Customer does not have a credit/debit card on file, this is the only option that will appear.

If the Customer has a credit/debit card on file, but chooses to pay cash to

add money to their balance

, you do not have to change the fund source.

Remember, the fund source only indicates where the MRC charges are pulled from.

One Time Payments in Datascape

As mentioned previously, DataCard terminals are being replaced by the Datascape system. With the Datascape system, replenishments can be completed using

any

store PC registered with the vendor. You will continue to process payments in CARES the same way. You will access Datascape with your current VeriSign credentials. If you do not currently have access to VeriSign, you will receive an e-mail with your username and password from I.S. Support.

Retail Invoice Number

You will enter the CARES receipt number in Datascape when processing the payment in the new system.

Enter the CARES receipt number in the

Retail Invoice #

field.

This is a required field.

Self Service Using the IVR

The IVR will still be used to provide account balance information and to initiate balance replenishment using the following short codes:

#BAL

(#225) provides current monetary balance.

#ADD

(#233) allows Customer to add money to their account balance using the credit/debit card on file. Remember, the Customer selected the amount of money that will be added to the balance when they set up their auto-payment options.

Note: #369 no longer applies to Prepaid Customer Accounts.

Click here to read the #BAL and #ADD scripts.

Customer Replenishment Options Summary

The table below shows where each type of activity is performed based on the channel.

Replenishment Activity

Take Payment Take Payment

Channel System

Company Owned Store/Agent Datascape EZ Fill

(888-4-EZ-FILL)

CCUI Set Up Credit Card Company Owned Store & EZ Fill CCUI Set Up Automatic Payment Company Owned Store & EZ Fill CCUI

Lesson 1 Summary Lesson 1 Summary

• • • • • In this lesson, you learned how to Log in to the CCUI and Datascape Activate a new Customer account Explain replenishment options Set up replenishment options Take a payment Remember, to get more detailed information on the processes covered in this lesson, refer to the online support tools available to you.

Prepaid Platform Tool

• Links to New How-to-Guides • Job Aids • System Demonstrations • Glossary

Prepaid Migration Website

• Available on Cellsite • Up-to-date migration information • Answers to frequently asked questions

Lesson 2: Supporting Existing Customers Lesson 2

Overview

After a Customer’s Prepaid account has been set up, you need to know how to support ongoing Customer needs.

Objectives

Upon completion of this lesson, you will be able to: • Search for an account • Provide account balances • Update payment information • Update Customer information • Update Service Plans and Features • Change the MRC Anniversary Date (Bill Cycle Date) • Add Notes

Take me to the demo!

Remember to look for the icon!

Search for an Account

New and improved search capabilities

• Search for all Prepaid accounts regardless of the market.

• Partial search options using the first few letters of the Customer’s last name.

• Search from any screen.

The Account Number field requires a CCUI Account Number and will not be used by USCC.

Update address, name, phone number, or email (according to USCC Policy) on the Account Details tab.

You will continue to make the changes in CARES as well.

Account Summary

The CCUI provides dollar amount balances as well as remaining airtime and text (SMS) message balances. These balances are referred to as “buckets” in the CCUI.

Balance

Dollar amount

remaining in the account. The CCUI does not show negative balances. If a Customer owes money on their account, you will see

in the balance field.

Bucket Balances

= Available talk time and SMS messages in the Customer account. Click the link to view the

Bucket Summary

screen. Unlimited Text Message Plans will display the bucket balance as

99999999

. (And will decrease as messages are used.) Unlimited Minute Plans will display as

Provide Account Usage

The type of minutes (peak/off-peak) billed for the entire call are determined at the start of the call. If a call is initiated during the peak time of 6:58 pm and ends at an off-peak time of 7:20pm, the entire call will be rated as a peak call. The opposite is also true.

Bucket Usage Detail

The

Usage Detail

screen includes outgoing and incoming calls. The sorting function does not allow you to sort by incoming or outgoing calls, so you will need to review full call history to locate a call in question. We will no longer provide copies of the Call Detail screen to Customers. Enter call parameters and click on the Retrieve button, or click on an individual transaction to view Call Details.

Update a Credit Card

You can update credit card information at any time. The CCUI will authorize the credit/debit card every time it is updated and keep track of the successes or failures. You can view the change authorization history as well as charge transactions by accessing the links within the

Payment Information

section on the

Account Details

tab.

Service Plan and Feature Changes

If the Customer has chosen to pay their MRC manually (

Debit from Account Balance

) the balance amount on the account needs to cover the cost of any Price Plan and/or Features changes that you make. Service Plan and Features amount - Current Balance If amount is less than the balance, add money to the account.

If amount is greater than the balance, balance is sufficient.

Change Service Plan, Features and MRC Process

Start at the Services and Charges tab when you change the service plan and/or features. Click on each button below to access the screens you will use.

Click on each circled button to view the corresponding screens. You will use these screens when you change Service Plans, Features and the MRC Anniversary Date.

3 2 1

Change MRC Anniversary Day



Change the MRC Anniversary Day:

Check this Action if: • The Customer wants to change their current bill cycle date.

• The Customer requests that new Price Plan/Features start immediately.

If you do not check this box, the new features will not be available until the next MRC Anniversary Date (bill cycle date); however

the new plan's overage rates will take effect immediately.

  

Trigger the MRC Process Immediately:

Checking this option will ensure that Price Plan and Feature changes start immediately. Checking either or both of these options means that the Customer will

lose any minute balances remaining on the original plan

. Pro ration is no longer available.

Tracker Flex or Pay as You Go (PAYG) Customer Accounts ALWAYS

change the bill cycle date when these Customers switch to an MRC plan mid-cycle (

New Process

). If you do not change the bill cycle date, the Customer will pay per minute overages for every call until their next bill cycle date.

Notes and Alerts

You can now view critical and recent notes from any page in the CCUI - no need to switch screens. You have one-click access to the complete Notes page. Like CARES, you must select a Note Type when you add a note in the CCUI. Only one critical note can be associated with an account.

A Critical Note is similar to a Special Instructions in CARES. These notes should be reserved to alert associates of key messages regarding this account. For example, Authorized Users, lost phone, etc.

This field does not apply to USCC Prepaid Accounts.

Do not use special characters when creating notes or comments. You may use letters, numbers, periods. and commas.

Lesson 2 Summary Lesson 2 Summary

• • • • • • • In this lesson, you learned how to Search for an Account Provide Account Balances Update payment information Update Customer Credit/Debit Card information Update Service Plans and Features Change the Bill Cycle Date (MRC Anniversary Date) Add Notes Remember, To get more detailed information on the processes covered in this lesson, refer to the online support tools available to you.

Prepaid Platform Tool

• Links to New How-to-Guides • Job Aids • System Demonstrations • Glossary

Prepaid Migration Website

• Available on Cellsite • Up-to-date migration information • Answers to frequently asked questions

Manage Payments Lesson 3

Overview

In this lesson, you will learn when and how to adjust or void payments. You will also see how to track payments made at your location and reconcile payments you have received.

Objectives

• • • • In this lesson, you will learn how to: Void payments Make adjustments Reconcile balances Generate Activity Reports

Void or Adjustment?

When do I do a Void?

Voids are completed when a payment error has occurred due to Associate error. For example: • • Wrong amount replenished Wrong account replenished

Voids are done in Datascape

.

When do I do an Adjustment?

Adjustments are done to credit or debit Customer accounts for one of the following reasons: • Disputed Roaming • Goodwill Adjustment Minutes • Goodwill Adjustment Money • Replenishment Reversal* • System/Human Billing Error Refer to the

Prepaid Wireless Adjustments and Reversals Policy

for more information.

*Replenishment Reversals are new. The Reversal function in VeriSign is handled as an Adjustment in the CCUI. Adjustments will be documented using a new adjustment code.

Adjustments are done in the CCUI.

Void Requirements

1. The reason for the void

must

be an Associate error. Examples include Associate entered the wrong amount, or applied payment to the wrong account.

2. Voids must be made on the

same day at the same store as the original transaction

To be considered “same day", the void must take place prior to midnight Eastern Standard Time, regardless of the store’s time zone.

3. The account must have sufficient balance to cover the void.

If the void amount is greater than the balance, the void will fail. If the void fails for this reason, it will have to be handled as a CCUI adjustment.

4. Customers are required to have the Datascape receipt available.

Voids cannot be done if these 4 requirements are not met. Adjustments may be made to correct the Customer account based on policy guidelines.

A new replenishment policy is being implemented with the Prepaid platform migration -

All replenishments are final.

Click here to see a demo!

Datascape Void Procedure

All voids are processed in Datascape. The steps and screen to void a payment are very similar to the replenishment process, as you can see in the

Void Sale

screen below. The

Control #

and

Retail Invoice #

fields are required fields. You will find this information on the Datascape receipt.

Adjustment Codes

Adjustment codes are similar to those used in CARES. They are used to distinguish one type of adjustment from another, rather than adding adjustments into different buckets.

Adjustment Codes

• Disputed Roaming • Goodwill Adjustment Minutes • Goodwill Adjustment Money • Replenishment Reversal (There should always be a corresponding credit.) • System/Human Billing Error • There are no more fund buckets for airtime minutes. • Adjustment limits are not changing.

• All minutes added as an adjustment will remain available until account cancellation.

These codes streamline the adjustment process: • Fewer notes on the reason for the adjustment.

• Easy to identify the adjustment reason in the account history.

• Better reporting results.

Note:

Any attempt to debit an account for an amount greater than the account balance will fail.

Click here to see a demo!

End of Day Reconciliations

The Datascape Totals Report is run nightly to balance Prepaid account transactions to CARES transactions. To reconcile: 1. Print CARES replenishment totals 2. Run Datascape Totals report (below) 3. Compare totals.

Compare Total Net Sales to CARES. If the totals do not match, generate an activity report.

Activity Report

To view a report of daily Prepaid Customer Account transactions, select the

Activity Report

link in Datascape. This report is very helpful when the Total Net Prepay in Datascape does not match the total replenishments in CARES. For more information about Activity Reports and reconciling balances, refer to the Prepaid Migration Tool.

Lesson 3 Summary Lesson 3 Summary

• • • • In this lesson, you learned how to Make adjustments Void payments Reconcile accounts Generate Activity Reports Remember, to get more detailed information on the processes covered in this lesson, refer to the online support tools available to you.

Prepaid Platform Tool

• Links to New How-to-Guides • Job Aids • System Demonstrations • Glossary

Prepaid Migration Website

• Available on Cellsite • Up-to-date migration information • Answers to frequently asked questions

Account Status and Deactivation Lesson 4

Overview

Prepaid Customer Account statuses are different in the CCUI than they were in PPIN. However, the Grace Period and other rules around inactive accounts will not be affected.

Objectives

• • • In this lesson, you will learn how to: View account status View device status Deactivate/reactivate suspended accounts

Statuses

As was mentioned earlier, Prepaid Customer Account statuses are different in the CCUI. There are two statuses:

Device Status

and

Account Status

. The status will display on the Account Summary Screen. Both of these statuses are linked and will be correlated in the CCUI according to the chart on the next page.

Account Status: This indicates payment status of the account.

• Active • TDNP (Temporary Disable No Payment) • Suspended • PDNP (Permanent Disable No Payment)

Device Status: This refers to the handset.

• Associated • Expired • Suspended • Canceled

Account and Device Statuses

New Status Old Status

Active

Device Status Account Status

Associated Active SS1; SS2 Expired Call to Office Suspended Canceled Canceled TDNP Suspended PDNP

Description

Account balance is $0.00 or greater and account is in good standing.

If the Customer does not pay their balance on their bill cycle date, they will be in a temporary disabled (expired status). If they make payment within 120 days their service can be restored.

Customer requested services be suspended Customer requested services be cancelled and is permanently disabled

Deactivating/Reactivating an Account

Suspend service

if the Customer requests, usually due to lost or stolen phone. •

Expire Service

(TDNP – Temporary Disable No Payment) –

automatically when payment is not sufficient.

CCUI does this

•

Cancel Service

(Permanent Deactivation),

Customer Relations only

Cancellation at Customer request. –

Lesson 4 Summary Lesson 4 Summary

• • • In this lesson, you learned how to: View account status View device status Deactivate/reactivate suspended accounts Remember, for more detailed information on the processes covered in this lesson, refer to the online support tools available to you.

Prepaid Platform Tool

• Links to New How-to-Guides • Job Aids • System Demonstrations • Glossary

Prepaid Migration Website

• Available on Cellsite • Up-to-date migration information • Answers to frequently asked questions

Additional Support Resources

Handling Customer Concerns

We realize that knowing what you can do for the Customer enables you to deliver the 4.0 Customer Experience.

Click here

to view a job aid for handling Customer concerns on the job.

You should also check the Prepaid Platform Migration website often to get migration updates and answers to frequently asked questions.

Level 1 Troubleshooting

When a Customer calls with a problem, we can follow a series of steps to do basic troubleshooting.

Click here

to view the Level 1 Troubleshooting Guide.

Knowledge Check – Question 1

Before you click the Save Plan button during activation (or when making changes to a Customer account), it is very important that you confirm the Customer’s account shows the desired rate plan and features. Once you click the Save Plan button all changes go into effect immediately.

True False

Knowledge Check – Question 2

Which of the following Prepaid payment types is no longer an option?

Credit/debit card

Cash

Checks (only in markets using Telecheck)

Western Union

Knowledge Check – Question 3

The Fund Source determines how the MRC (monthly recurring charge) will be paid every month:

Credit Card

should be chosen when a Customer has a credit or debit card on file in the CCUI and wishes that MRC charges be billed to the card on file every month.

Debit from Account Balance

should be chosen when a Customer wants to make payments at a retail or agent location. With this option, Customers may still add a credit or debit card to their file to make replenishment payments using the #ADD (#233) function.

Which Fund Source applies to Anonymous Customers?

Credit Card

Debit from Account Balance

Knowledge Check – Question 4

If a Customer adds a credit or debit card to his file, the Fund Source has to be Credit Card.

True False

Knowledge Check – Question 5

Entering the Customer's credit/debit card information during the Activation process may result in duplicate charges.

True False

Knowledge Check – Question 6

Where is the Customer credit/debit card stored for Instant Refill?

CCUI

Datascape

Knowledge Check – Question 7

‘DEFLT’ in the Service Plan field indicates that the account is active in the CCUI and the Customer can use their device immediately.

True False

Knowledge Check – Question 8

When entering the Service Plan Plus Features Amount in the CCUI, you need to add the total charges to be collected and round up to the nearest dollar amount. (This does not apply to Order Processing.)

True False

Knowledge Check – Question 9

Customers will continue to use #369 to manage their Prepaid account after launch.

True False

Knowledge Check – Question 10

On the Usage screen,

Bucket Usage

provides what information:

Minutes/SMS remaining on the account

Minutes/SMS used on the account

Dollars remaining on the account

Answers A and B

Knowledge Check – Question 11

A call is initiated at 6:45pm (peak time) and ends at 7:30pm (off-peak). How is the call rated?

As a peak call until 7 pm and then as an off-peak call from 7 to 7:30 pm.

The entire call is rated as a peak call.

The entire call is rated as an off-peak call.

Knowledge Check – Question 12

The

Usage Detail

screen includes outgoing and incoming calls. The sorting function does not allow you to sort by incoming or outgoing calls, so you will need to review all usage listed to identify a call in question.

True False

Knowledge Check – Question 13

If you change a Customer’s Service Plan, and you check “Change MRC Anniversary Date” and “Trigger the MRC Process Immediately” any minute balances remaining on the original plan will not carry over to the new buckets.

True False

Additional Practice Opportunity

Now that you have completed this course, you have the opportunity to practice in the CCUI.

Your facilitator will lead you through the activity.

Revised Policies

The following polices have been revised. Familiarize yourself with the policy changes before the migration takes place in March.

Policy Type

National National

Policy Name

Prepaid Wireless 15-Day Guarantee- Policy #028-B Prepaid Wireless Call Detail Policy

High-Level Description of Change

Language change to support XIUS-bcgi functionality. Clarification regarding eligibility of customers who buy non-refundable equipment or utilize used equipment at activation Call detail will no longer be available to Prepaid Customers National National Marketing Marketing Marketing Marketing Prepaid Refund & Discount Eligibility Policy Customer privacy and Identification Policy Prepaid Adjustments and Reversals Policy Prepaid Suspend, Expire & Disconnect Policy Suspend Account (Stolen Handset, etc) Prepaid Account Changes Policy Changes reflect new processes and CCUI terminology Call Detail will no longer be available to Prepaid Customers, Changes in CCUI terminology    Various sections updated based on new system:  Free Airtime Minute Adjustments  Dollar Credit Adjustments Reverse Charges Adjustment Approval Levels Account Balance Adjustment Screen Language change to support XIUS-bcgi functionality and various processes Process change Language change to support XIUS-bcgi functionality and various processes