Authentication when calling Retail Support Line (RSL)

Requirements

To determine when you should call RSL for assistance vs. handle an issue in store, see When to call Retail
Support Line (RSL).

All Retail calls for assistance must use the RSL IVR:

Select the proper IVR Option so your call is routed correctly, see the RSL routing options section below.

Be prepared to provide a token code and pass for authentication.

Only one customer's accounts can be addressed per call.

First preference is to always call from the store phone, however, if a store phone is not available, you
may call from your own mobile phone.

Never call from the customer's device or enter the store's phone number when prompted to enter the
MSISDN.

Do not share or make the number visible to customers.

Don't call the RSL on speaker phone in-store as CPNI can't be discussed. See Sales Rep Verification for
placing a customer on speaker phone for general troubleshooting assistance.

Mobile Experts are allowed three attempts to verify dealer code. If you are not able to authenticate, the
call will be disconnected.

Mobile Experts cannot be transferred to JLL, Tyco Integrate Security, or the Integrity Line. Dial those
numbers directly or contact the store manager for assistance.

Calls received within the RSL IVR may be transferred to other LOBs within the RSL IVR routing options
with the exception of RSL Care (Option 0). Note that Universal Activations (Activations, Consumer and
Business Credit and NTC) is not able to transfer to other RSL queues. See the RSL routing options section
below for eligible LOBs.

Any Care agents contacted without using the RSL IVR cannot transfer the call to another department. You
will be advised to disconnect and call the RSL SIVR for proper validation.

Never call RSL to change a prepaid rate plan that was incorrectly added in the store. Make this change in-
store.

All credits for prepaid issues must be provided in the store. Do not call RSL to issue these credits.
Authentication

Only call the Retail Support Line using the designated RSL telephone number.

You must enter the following information into the IVR for authentication to pass through to the RSL:

Valid T-Mobile MSISDN

Dealer code

Token code (Do not enter the hyphen)

Pass code

If you do not enter valid token information to pass authentication and you may be asked to call back. If
you run into an error with the Verification Screen not populating dealer information correctly, or IVR and
manual authentication fails, the CSR will need to verify the dealer information.

Token codes and pass codes as they are unique to each call. Do not share them.

Token and pass code combinations are valid for 15 minutes, but will only display in Watson for 10
minutes.

After three failed attempts of entering token information, the call will pass through to a CSR who will
process a one-time manual authentication. If the call fails, the CSR will inform you to call back.

Once you have been authenticated in the IVR, the CSR may still need to re-verify dealer information if
the required fields did not populate in the Dealer Verification screen.

Get token code & pass code

Double-click the Watson icon.

Enter username and password.

Click View Authentication. The button refreshes every 10 minutes and the token code is valid for 15
minutes.

Call Care through the Retail Support Line.

Enter the following information into the IVR when prompted:

Valid T-Mobile MSISDN

Dealer code

Token code (Do not enter the hyphen)

Pass code

Token code is unavailable

Use these steps if the View Authentication button is not working or Watson is unavailable:

Clear the Internet browser's cache and cookies. (On most browsers, go to Tools > Internet Options >
General > Browsing history > Delete).

Restart Watson or try accessing Watson from another computer terminal.

If you still can't generate a token in Watson, contact the T-Mobile service desk and file a ticket.

Tell the CSR you are not able to generate token information.

If the customer is in the store, the CSR will be able to assist the customer with any account maintenance.

Sales will have to be processed under the house code 0000002, and the sales rep must submit an ACS
Commissions Adjustment Form or call back when systems are back up.