Training prepaid channel care

 No credit checks
 Plan for 30 days
 You pay when you have the money and you have service when you pay
 You do not need to share your real name
Top up: Add money into the account. ( Recargar)
Boosters add-ons: Extra service besides the plan and they can be rollover once
customer add money in their accounts every 30 days. Partial does not exist in
prepaid.
Voucher :
Prepaid customer can add a top-up however; they need to select a Plan if they
just add a top-up of $5 will not work. Prepaid customer have 90 days to add
money when their plan is finished but if the customer does not renew the plan
in 90 days services are cancelled. Prepaid customer will never have extra
charges because they can use only what they have.
There is not connection fee when customers open a new prepaid account at the
Koodo store.
Payment method: Voucher, CC or DC. As channel we can assist to the rep to
use the voucher.

PC Mobile and Public mobile

PC mobile comes from president choice and it was postpaid and prepaid.
Public mobile is a prepaid service and they do not have customer service over
the phone.
As channel agent, we will be helping just Koodo prepaid
SIMs cards
TELUS: TESIMV
Koodo postpaid: KESIMV
Koodo prepaid: KESIMVPP
Public Mobile: PMESIMV
Public Mobile: PMESIME
These are the SKU codes for the SIM cards :D

Channel care Verification

It will be similar to the current channel postpaid
Onesource Koodo: Retail partner support - Retail store with Wireless Dept(Tier 1)
vs. without Wireless Dept(Tier 2) responsibilities (telus.com)

https://koodo.onesource.tsl.telus.com/content/?
pgid=164877&tx=11152&srcRef=9810&lw=retail#:~:text=retail

https://koodo.onesource.tsl.telus.com/content/?
pgid=27644&tx=10772&topic=how_to|policies|privacy_and_authentication|
&subject=Verification_and_Disclosure_Rules&srcRef=19#How%20to:
%20Verify%20the%20identity%20of%20representatives%20of
%C2%A0Corporate%20Stores%20and%20Independent%20Dealers

Optiva Desktop navigation / Redknee / CDRM

It works only with Edge
go/optiva
go/redknee

Payments options

Onetime payment

You add the CC in the account level but you take the payment in the
subscriber level.
 To add a cart
Go to the account level
Option credit card registering
Click on reload
Click on lunch
Click on Add credit card
Click on register
Fill out the info and submit.
  Take the payment
Go to the subscription level
Payment charges
Click on the chart payment charges and the option add a new payment will be
pop-up
Select the top up option any
Add the amount on the payment charge amount
Click on calculate tax finally
Click on submit payment

Pre-authorize payment.
Payment schedule is a pre-authorize payment. Option to renew the plan and it
is added on the subscription level.

Vouchers
To the voucher works, it should be a prepaid Koodo voucher
The voucher has a PIN, like this 113471302650
There is not restriction at the moment to add vouchers, customer can add all
the vouchers he has.
Vouchers does not have an expiration date.
 Validate the voucher
Go the the main page
Click on voucher validation
Click on Koodo prepaid
Enter the voucher number to validate it
 Add the voucher
Go to subscriber
Click on voucher recharge
Enter the voucher number and then validate
To set a PIN.
Click on the subscription level
Click on Manage PIN
Select set PIN
Enter the PIN
Click Submit

Adjustments
Go to the subscription level
Adjustment request
Click on add new adjustment request
Select General options it’s requested
Enter the amount ( Tax will not be include)
Approved Yes
Click on save or save and closed
Go back to adjustment request and you will see the credit amount.

There is not refresh button so we use F5 or the refresh arrow

Cancelation in prepaid
Once the account is cancelled we cannot resumed it.

Go to the subscription level

Click on Mobile
Select new subscription step inactive
State change Inactive demo phone
Click on save

Open an account
Always check the sim card number in sems edge to verify it is not active
On main menu click on add new record
Select account
Fill out the mandatory information
Click on save
Click on activate
Click on add subscription
Fill out the mandatory information
Click on save
Click on activate

Phone number change.

Go to the Mobile option
Go to the phone number and click on the magnifying glass
Select a number
Click on OK
We can change the province by clicking on the province market

Port-In
https://koodo.onesource.tsl.telus.com/content/?
pgid=55530&tx=10642&srcRef=9998&lwac=Number
%20portability#:~:text=Number%20portability
CSR main page
Click on Port- in eligibility
As service provider sleect Koodo prepaid
If number is eligible, it will appear the option
Click to open port request

Sim swap ( solo si esta desfectuosa, sino debe llamar a care)

Go to subscriber level
Click on SIM change
Enter the new sim card number
Click on service provided : Koodo prepaid
Click in verify
If number is eligible
Go to the subscription
Go to Mobile
Click on port in
Enter the number
Click verify