Outbound calls to other service providers: NTC

1. Make sure you have to contact the OSP to resolve the fallout. See Fallout resolution.
2. Look for all information needed to complete the request. Check if errors or SUPs have occurred.
3. Offer to call the OSP and if the customer agrees, call the OSP
4. Introduce your first name.
5. Explain that you're calling from the T-Mobile Number Transfer Center and the call may be monitored for quality assurance.
6. Provide the porting MSISDN and be ready to provide the 16-digit request number if the OSP representative asks for it.
7. Explain that you’re calling to resolve fallout for the number.
8. If the OSP:
   • Performs the required action: Go to the next step.
   • Allows T-Mobile to perform an action: Perform the action, and go to the next step.
   • Does not allow T-Mobile to perform an action:
     1. Ask to speak to their supervisor.
     2. Ask the supervisor to all you to perform the action.
     3. If the supervisor does not give permission, ask them to escalate the situation (by a ticket or other means).
     4. Note any ticket numbers or information the OSP gives you.
9. Thank the service provider for their help.
10. Add a note to the account. If the OSP representative provided their name and ID, include that in your note.

OSP (port in) or NSP (port out):

1. Ask for the following:
   • First name and last initial
   • Rep ID (if available)
2. Explain that you are calling from T-Mobile SPID 6529. For wireline carriers that ask for the CLEC or CCNA:
3. Give the MDN or Port Request Number so the OSP or NSP can access the request.
   

   Broadvox SPID: 787F Our CCNA: WCG	Fairpoint SPIDs: 5111, 5113, 5115, 0472 Our CCNA: OPT
   Century Link SPID: 0661 Our CLEC: T39	New Frontier Telecommunications SPID: 4606 Our CCNA: CUS
   EPB SPID: 4645 Our CCNA: CUT	Qwest SPIDs: 7575, 9631, 9636, 9638 Our CLEC ID: T39

4. Only give information related to the port request to resolve the reason for calling. Do not give account information.
5. If an OSP asks us to contact the customer:
   • Place the OSP on hold.
   • Call the customer
   • Add them to the line.

1. Escalate to your Coach or Sr rep.
2. Add a memo to the account with the:

• Date and time of the call
• OSP name
• OSP rep's name and ID, if provided
• Customer's BAN
• Mobile number
• Issue with the account

1. Leave a message for the other service provider if:
   • You reach the OSP voicemail.
   • You reach an OSP employee.
2. Give the following information in your message:

• Your name
• Calling from T-Mobile Number Transfer Center
• Calling to resolve an issue on a port request
• Direction of the port request (port in to you from T-Mobile)
• T-Mobile SPID: 6529
• 16-digit port request number
• The MSISDN on the request
• Your callback number
• NTC hours of operation

When contacting an OSP to resolve incorrect customer information and there are long hold times, follow these steps:

1. Ask the customer if you can place them on hold while you attempt to contact the OSP.
2. Advise you will check back every 2-3 minutes while waiting.
3. If hold time is less than 10 minutes, work with OSP and customer to solve Port.
4. If the hold time or the hold time quoted by the OSP IVR goes longer than 10 minutes:
   • Explain that there is a long hold time with the other carrier and offer to transfer through.
   • Provide alternatives to gather information like bill, app, or online.
   • If the customer wants to be transferred through to OSP:
     • Provide advisements and check back with OSP one last time.
     • Transfer the customer through if no one has picked up.
     • Update the status and dispatch the case according to iPort Fallout Management Tool.
   • If the customer does not want to be transferred through to OSP:
     • Offer to check back with OSP.
     • If no one is there; release the call with OSP.
     • Let the customer know the result.
     • Arrange a callback. Inform the customer we will call them back to continue working on the port request after 24 hours. Let the customer know that if they obtain the information earlier, they should call us back to complete the request
     • End the call
5. If the port is not resolved by end of the call, update the status and dispatch the case according to iPort Fallout Management Tool.