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CDMA - CSR TrainerTraining Program

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FX CDMA Architecture

New Phone ConnectionESN Swap

Shi ting Cases

Permanent C!osure an" #an"set

Recover$ F!owE%D&'N(C Provisioning

Deposit) Pa$ment an" A"*ustment

+A( Change

A""ing Mu!tip!e +A(

Search +egac$ Account

Manua! Restoration From

Temporar$ Disconnection

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NE. TE+EP#&NE C&NNECT(&N F+&. (N CDMA

SDE &ut"oor wi!! insta!! thehan"set in customer

premises an" a"" the ESNthrough Rep&NE uti!it$:

Refer "How to useRepONE?"

SDE &ut"oor e4tract the"ata rom Rep&NE

Reports:Refer "How touse RepONE?"

Customer comes to CSCtermina! an" i!!s the .++

orm .++3: CSR wi!!create the customer i!e:

CSR "oes the entries

mentione" in CAF3 in-6CCS e4ten"e" "ata: CSRenters the pa$ments an"

Deposits in -6CCS: Refer section "Account

Registration", "PaymentPosting" "Deposit Posting"

CSR wi!! rea" rom Rep&NE an" a"" ESN

to the provisioning or"er an" up"ate themanua! mi!estone han"set "e!ivere" to the

customer3 in -6CCS s$stem:Refer section"Add ESN to an order after Handset

Insta ation !y SDE Outdoor "

S

N

SDEOutdoor

SDEOutdoor

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CSR wi!! maintain therecor"s: -e ore Sen"ing theFi!e to C&: he wi!! chec/ the

FX S$stem or up"ate"MDN an" ESN an" up"ate

the Customer Fi!eaccor"ing!$

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Permanent C!osurean" #an"set

Recover$ !ow

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Permanent C!osure an" #an"set Recover$ F!ow

&ut"oor wi!! !og on to theRep&NE uti!it$ an" e4tractthe "ata or han"sets whichare not $et recovere": Refer

section "How to use

RepONE"

&ut"oor wi!! etch the re!evantin omation a""ress) han"set t$pe) etc3

an" go to the customer premises or han"set recover$: &ut"oor wi!! up"ate

the han"set recover$ status onRep&NE:Refer section "How to use

RepONE"

-ase" on han"set recover$) CSR"oes the necessar$ up"ates in

-6CCS: CSR wi!! a"" the noteco"e in -6CCS: Refer section"Handset Reco%ery t&roug&

RepONE"'

Outdoor Outdoor

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Customer comes to CSCan" re0uests or %o!unatr$

c!osure:

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CSR enters the c!osurere0uest "ata in -6CCS a ter approva! rom Commercia!

& icer ' Refer section"Ser%ice disconnection"

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Fina! Sett!ement F!ow

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Fina!i@ing Account

A&-TR wi!! !ogin into theRep&NE 1ti!it$ an" e4tractthe report or "isconnecte"

8ut un ina!i@e" accounts:

The report a!so shows the status o

the #an"set given to the customer whether its owne" 8$ the customer or SN+ an" show its state either

recovere") unreovera8!e or not:

AO()R

Fina!!$ a ter ina!i@ing theaccount the & icer wi!!

up"ate the Fina!i@e" ie!e"an" ina!i@e" ie!" i app!ica8!e3 in the E4ten"e"

"ata: Refer section"Refund" and "*ina i+ed"'

AO()R

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A&-TR wi!! !ogin into theRep&NE 1ti!it$ an" e4tract

the report or non recovere"han"sets:

The o ice wi!! post the "e8its) i app!ica8!e: Refer section "Post

De!its"

Indoor

AO()R

Indoor

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ESN S.AP

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ESN Swap2#an"set not wor/ing3

&ut"oor wi!! visit thecustomer premises an"

ensure the han"set change:&ut"oor wi!! a"" the ESNthrough Rep&NE: Refer

section "How to use

RepONE"

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Customer comes to CSCtermina! an" re0uests or

swap o ESN: CSRorwar"s the re0uest to

coincerne" C& a!ong withthe proo o a""ress:

Commercia! o icer 8ase" on thesignature veri ication up"ates the

customer i!e an" sen"s the approva!with the re!evant in ormation 8ac/ to

CSC

S

CSR wi!! a"" the ESN Swap

pac/age in the -6CCS: Refer section "ADD ESN SwapPac,age"

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&ut"oor wi!! !og on to theRep&NE an" e4tract theESN Swap cases: Refer

section "How to useRepONE"

Outdoor

CSR a ter posting an ESN Swapor"er wi!! comp!ete the manua!

mi!estone o the or"er in which the

ESN Swap Pac/age is a""e" in-6CCS so that it wi!! not appear in SDE (n"oor 0ueue rom

Rep&NE: Refer section "ESNSwap"

Outdoor

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CSR wi!! post the ESN Swapor"er in -6CCS: Refer section

"ESN Swap"

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S#(FT(N CASES

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S#(FT(N CASES SAME EXC#AN E2Mo8i!e No is not change"3

Customer comes to CSCtermina! an" re0uests or

shi t in a""ress: CSRorwar"s the re0uest to

coincerne" C& a!ong withthe proo o a""ress:

Commercia! o icer 8ase" on thesignature veri ication rom the

customer i!e up"ates the customer i!e an" sen"s the approva! with the

re!evant in ormation new a""ress38ac/ to CSC

S

A"" the shi ting case withoutnum8er change pac/age an"

then change the a""ress:Refer section "address

c&ange"

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&ut"oor wi!! !og on to theREPEX uti!it$ an" e4tract

the Same E4changeShi ting cases &n!$

A""ress Change3: Refer section "How to use

RepONE"

Outdoor

CSR to veri $ the customer a""ress an" put in a

con irmation in Customer Center 1() #e wi!! a!so

chec/ i there is an$ changein 1r8ar'Rura! !ag: Refer

section "Outdoor c&ec,"Refer section "rura ur!an

c&ange"

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&ut"oor to chec/ thecustomer cre"entia!s an"

veri $ the han"setinsta!!ation) a""ress

veri ication !ag in Rep&NE:Refer section "How to use

RepONE"

Outdoor

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S#(FT(N CASES SAME EXC#AN E2Mo8i!e No is change"3

CSR to veri $ the customer a""ress an" put in a

con irmation in Customer Center 1( (n"oor to comp!ete the

manua! mi!estone or A""ingshi ting case or"er3: Refer

"Indoor c&ec,"

Customer comes to CSCtermina! an" re0uests or

shi t in a""ress: CSRorwar"s the re0uest to

coincerne" C& a!ong withthe proo o a""ress:

Commercia! o icer 8ase" on thesignature veri ication up"ates the

customer i!e an" sen"s theapprova! with the re!evant

in ormation rura!'ur8an) e4changecapacit$) new MDN3 8ac/ to CSC

S

A"" the BShi ting Case Pac/agewith MDN ChangeB an" thenchange the a""ress: Re er section Ba""ress changeBN

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&ut"oor wi!! !og on to theRep&NE uti!it$ an" e4tractthe shi ting cases: Refer

section "How to useRepONE"

Outdoor Outdoor

&ut"oor wi!! visit thecustomer premises an"ensure the shi ting o the

han"set:

N

>3 For (nter-e4change shi t) CSR is responsi8!e to create the"eprovisioning or"er in 6CCS or the o!" MDN: Refer section

"Disconnection Ser%ice"23 Create the provisioning or"er o new mo8i!e num8er or inter-e4change shi t3 : Refer Section "Acti%ate Ser%ice"' CSR wi!!

not up"ate the manua! mi!estone or a""ress veri ication:,3 Change the rura!'ur8an !ag "epen"ing on a""ress chec/:

Refer section "Rura -r!an c&ange"

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