Mobile Number Portability

Mobile Number Portability Contact Center Training

CS Standardization Team (QAST) Customer Services

Agenda What is MNP  Basic Architecture  Commonly Used Terms  MNP Process Flow  Activity Flow 

CS Standardization (QAST) Customer Services

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What is MNP? MNP – Mobile Number Portability is defined as: Ability of a cellular mobile service user to change his/her subscription to another cellular network operator while retaining his/her original directory number (including the Network Dialing Code/Operator prefix.

CS Standardization (QAST) Customer Services

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Commonly Used Terms Donor: Existing Service provider who is providing service to the customer.  Recipient: Service Provider where the customer wants to move for services.  Port In: Process of activating a subscriber on the recipient’s network  Port Out: Process of deactivating a subscriber from the donor's network 

cont’d… CS Standardization (QAST) Customer Services

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cont’d… Commonly Used Terms Snapback: Process of returning a mobile number to the original service provider (owner network) after deactivation on Recipient network.  Porting St: A field in CRM (ePOINT) defining the status of Porting Activity at each phase. 

CS Standardization (QAST) Customer Services

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Basic Architecture PMD Mobilink

Ufone

NPG

NPG

Telenor

NPC

NPG

Paktel NPG

NPC: Number Portability Clearing House

Warid NPG

InstaPhone

NPG:

NPG

Number Portability Gateway

PMD: Pakistan MNP Database CS Standardization (QAST) Customer Services

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Donor NPG

Donor

NPC

Recipient NPG

Recipient

PORT OUT

PORT IN

Donor will receive Port OUT from NPC via it’s NPG

Customer Walks In

Donor will carry out internal checks & update status

Post / Pre

Accept

Number will be Deactivated.

Hold

Reason for Hold will be updated .

Reject

Reason for Reject will be updated .

Postpaid Requirement - Security Deposit - CSAF - Port In Request Form - CNIC - Letterhead Request for Company Accounts Pre-paid Requirement - CSAF - Port In Request Form - CNIC

CSR will give SIM to customer & provide MNP Due Date

CSR will enter data in SYSTEM with SUSPENDED status. NOTE: Mobilink’s Port Out Checks Post-paid - Customer’s credit limit will be reduced to 60% of deposit. - In case of IR access level will be changed to ISD . - If customer does not have deposit customer will need to pay deposit. Prepaid

CSR will then run PORT IN script in e-POINT

Recipient's NPG will request NPC to update all operators.

ePOINT will send Port IN request to NPC via NPG All responses from NPC will be updated in ePOINT

Post-paid - Restoration Activities will be triggered Pre-paid - Number will be created on switch & IN then restoration will be triggered

Accept

Post-paid & Pre-paid - Mobilink will inform customer of reason for HOLD & revise the Due Date.

Hold

Post-paid & Pre-paid - Mobilink will inform customer of reason for REJECT.

Reject

CS Standardization (QAST) Customer Services

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Mobile Number Portability: Basic Process Flow Point of Sale 1. Customer walks in to SC, FC 2. Requests Port IN Postpaid Case - Security Deposit - CSAF - Port In Request Form - CNIC - Letterhead Request for Company Accounts - Enter sale in Efics and GTI with suspended status - Number active in HLR/ Geneva/ePoint Prepaid Case - CSAF - Port In Request Form - CNIC - Enter sale in Efics with suspended status 3. CSR will issue SIM to customer and provide MNP due date 4. Run PORT IN Script in Point

Recipient CRM Sub St: Suspended Porting St: PORTING IN initiated Disconnect Reason: PORTED IN Activity St: Planned Sub St: Suspended Porting St: PORTING IN NPR Ack Disconnect Reason: PORTED IN Activity St: Planned

Recipient NPG NPR

NPC

Donor NPG

NPR

Donor CRM PORT OUT activity created automatically Sub St: Active Porting St: PORT OUT initiated Disconnect Reason: Activity St: Planned

NPR Ack

1. If IR, access level changed to ISD 2. CNC checks customer details Sub St: Suspended Porting St: PORTING IN Accepted Disconnect Reason: PORTED IN Activity St: Planned

NP Accept

NP Accept

Sub St: Active Porting St: PORTED IN Activity St: Complete

Yes

Sub St: Active Porting St: PORT OUT Accepted Disconnect Reason: Activity St: Planned NP Execute NP Execute

NP Ready NP Ready

1. Deactivate in Billing System/HLR/IN 2. Number is D-Tagged Sub St: Deactivated Porting St: PORT OUT Deactivate Disconnect Reason: PORTED OUT Activity St: Planned Sub St: Deactivated Porting St: PORT OUT Waiting for NP RFS Disconnect Reason: PORTED OUT Activity St: Planned

1. Restoration activity created automatically 2. Number Restored in Switch Sub St: Active Porting St: PORTING IN Send NP RFS Disconnect Reason: Activity St: Planned

Credit Limit decreased to 60% of Deposit Incase of Insufficient Deposit

Sub St: Suspended Porting St: PORTING IN Waiting for NP Ready Disconnect Reason: PORTED IN Activity St: Planned Sub St: Suspended Porting St: PORTING IN NP Ready Received Disconnect Reason: PORTED IN Activity St: Planned

Incase of Reject/Hold

Incase of Accept

Incase of Prepaid, Number is created on IN and Switch with suspended status Sub St: Suspended Porting St: PORTING IN Sales Activated Disconnect Reason: PORTED IN Activity St: Planned

Donor MNP Team

NP RFS

NP Activated Status

NP RFS Broadcast (To all operators) NP Activated

Sub St: Deactivated Porting St: PORTED OUT Completed Disconnect Reason: PORTED OUT Activity St: Complete

Call back for settlement of Reject/ Hold reason

Ask customer to make required deposit

Questions?

CS Standardization (QAST) Customer Services

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Thank You

CS Standardization (QAST) Customer Services

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