1. WELCOME TO ALTECH AUTOPAGE CELLULAR
BASICS OF GSM
MOBILE NUMBER PORTABILITY

2. Call Centre / Retail Store / Online Support
Mobile Number Port
Call Centre / Retail Store / Online Support
Advise customer of verification requirements and update SSS ticklers No
Customer calls into Call Centre OR walks into a Retail Store OR s with a Port request
Call Centre:
Advise customer of process & transfer to Retentions Pilot
Is customer an existing AAP customer?
Agent / Administrator verifies customer with CV-1 verification
CV-1 verification successful?
Yes
Yes
Apply internal port-in process for existing customers No
Retail Store:
Agent requests Port Reference
Call Centre:
Advise customer of process & transfer to New Sales pilot
Retail Store:
Apply New Sales Process s:
Send lead to
Agent validates port-in requirements & issues Reference #
Agent loads application on RSS
Non AAP customer
Process to follow
Agent validates port-in & deal requirements & submits port on RSS s:
Send lead to

3. Call Centre / Retail Store / Online Support
Mobile Number Port
Call Centre / Retail Store / Online Support
Non AAP customer
Process …..
Is customer an existing AAP customer?
Call Centre:
Advise customer of process & transfer to New Sales pilot
Apply external port-in process for New customers No
Agent review request & Approves or Declines applications
Agent logs request, uploads customer documents on NSS / Partner Portal & advise customer of TAT’s
Request is received via NSS workflow
Retail Store:
Apply New Sales Process
Agent review request & Approves or Declines applications s:
Send lead to
Retail Store continues with New Sales process, if deal was approved

4. Channel Support / Port Support Team / Networks
Mobile Number Port
Escalations
Advise customer of verification requirements and update SSS ticklers No
Customer calls into Call Centre OR walks into a Retail Store OR s with a Port enquiry
Agent / Administrator verifies customer with CV-1 verification
CV-1 verification successful?
Agent / Administrator attempts to resolve query as FCR
Query resolved successfully?
Yes
Yes
Feedback to customer with resolution & update SSS tickler No
Call Centre:
Agent logs escalation on SSS
Channel Support / Port Support Team / Networks
Process to follow
Retail Store:
Agent logs escalation on SSS / Partner Portal & advises customer of TAT’s s:
Administrator logs escalation on SSS & advises customer of TAT’s

5. Channel Support / Port Support Team / Networks
Mobile Number Port
Escalations
Administrator investigates & attempts to resolve query
Call Centre:
Agent logs escalation on SSS
Request is received via SSS workflow
Query resolved successfully?
Yes
Channel Support / Port Support Team / Networks
Process to follow
Query is closed as resolved on SSS s:
Administrator logs escalation on SSS & advises customer of TAT’s No
Query is escalated via to respective Network
Retail Store:
Agent logs escalation on SSS / Partner Portal & advises customer of TAT’s
Request is received via SSS workflow
Network investigates until resolution
Agent attempts to resolve query No
Agent forwards escalation to PST
Yes
Feedback to Retail with resolution to give feedback to customer