CS Standardization Team (QAST)Customer Services

Mobile Number PortabilityMobile Number PortabilityContact Center TrainingContact Center Training

CS Standardization (QAST) Customer Services Slide 2

Agenda

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

CS Standardization (QAST) Customer Services Slide 3

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 Slide 4

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 Slide 5

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 Slide 6

Basic Architecture

PMD

NPC

NPG

NPG

NPG

NPG

NPG

NPG

Ufone

Telenor

Warid

Paktel

InstaPhone

Mobilink

NPC:Number Portability Clearing House

NPG:Number Portability Gateway

PMD:Pakistan MNP Database

CS Standardization (QAST) Customer Services Slide 7

NPCDonor

Customer Walks In

Post / Pre

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.

ePOINT will send Port IN request to NPC via NPG

DonorNPG

RecipientNPG

PORT INPORT OUT

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

CSR will then run PORT IN script in e-POINT

All responses from NPC will be updated in e-POINT

Accept

Hold

Reject

Post-paid- Restoration Activities will be triggered

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

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

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

Recipient's NPG will request NPC

to update all operators.

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

Donor will carry out internal checks & update status

Accept

Hold

Reject

Number will be Deactivated.

Reason for Hold will be updated.

Reason for Reject will be updated.

Recipient

Mobile Number Portability: Basic Process Flow

Donor MNP TeamRecipient CRM Recipient NPG NPC Donor NPG Donor CRMPoint of Sale

1. Customer walks in to SC, FC2. Requests Port INPostpaid 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/ePointPrepaid Case- CSAF- Port In Request Form- CNIC- Enter sale in Efics with suspended status3. CSR will issue SIM to customer and provide MNP due date4. Run PORT IN Script in Point

Sub St: SuspendedPorting St: PORTING IN initiatedDisconnect Reason: PORTED INActivity St: Planned

NPR

NPR Ack

NPR

Sub St: SuspendedPorting St: PORTING IN NPR AckDisconnect Reason: PORTED INActivity St: Planned

PORT OUT activity created automatically

1. If IR, access level changed to ISD2. CNC checks customer details

Sub St: ActivePorting St: PORT OUT initiatedDisconnect Reason: <NULL>Activity St: Planned

Incase of Reject/Hold

Credit Limit decreased to 60% of

Deposit

Incase of Insufficient

Deposit

Incase of Accept

YesNP Accept

Sub St: SuspendedPorting St: PORTING IN AcceptedDisconnect Reason: PORTED INActivity St: Planned

Sub St: ActivePorting St: PORT OUT AcceptedDisconnect Reason: <NULL>Activity St: Planned

Sub St: SuspendedPorting St: PORTING IN Sales ActivatedDisconnect Reason: PORTED INActivity St: Planned

Incase of Prepaid, Number is created on IN and Switch with

suspended status

NP Execute

Sub St: SuspendedPorting St: PORTING IN Waiting for NP ReadyDisconnect Reason: PORTED INActivity St: Planned

NP Execute 1. Deactivate in Billing System/HLR/IN 2. Number is D-Tagged

Sub St: DeactivatedPorting St: PORT OUT DeactivateDisconnect Reason: PORTED OUTActivity St: Planned

Ask customer to make required

deposit

Call back for settlement of Reject/

Hold reason

NP Ready

NP Ready

Sub St: SuspendedPorting St: PORTING IN NP Ready ReceivedDisconnect Reason: PORTED INActivity St: Planned

1. Restoration activity created automatically2. Number Restored in Switch

Sub St: ActivePorting St: PORTING IN Send NP RFSDisconnect Reason: <NULL>Activity St: Planned

NP RFS NP RFSBroadcast

(To all operators)

Sub St: DeactivatedPorting St: PORT OUT Waiting for NP RFSDisconnect Reason: PORTED OUTActivity St: Planned

Sub St: DeactivatedPorting St: PORTED OUT CompletedDisconnect Reason: PORTED OUTActivity St: Complete

NP ActivatedNP ActivatedStatus

Sub St: ActivePorting St: PORTED IN Activity St: Complete

NP Accept

CS Standardization (QAST) Customer Services Slide 9

Questions?

CS Standardization (QAST) Customer Services Slide 10

Thank You