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 Slide 2

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 3

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 4

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 5

 Basic Architecture

PMD
Ufone Mobilink
NPG NPG

Telenor NPC Paktel

NPG NPG

NPC:
Number Portability
Clearing House

Warid InstaPhone NPG:

Number Portability
NPG NPG
Gateway

PMD:
Pakistan MNP
Database
CS Standardization (QAST) Customer Services Slide 6
 Donor Donor
NPG NPC Recipient
NPG Recipient

PORT OUT PORT IN

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

Donor will carry out internal checks & update Post / Pre
status

Postpaid Requirement
- Security Deposit
- CSAF
Accept Number will be Deactivated. - Port In Request Form
- CNIC
- Letterhead Request for Company Accounts
Hold Reason for Hold will be updated. Pre-paid Requirement
- CSAF
- Port In Request Form
- CNIC
Reject Reason for Reject will be updated.

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 CSR will then run PORT IN script in e-POINT
Post-paid
- Customer’s credit limit will be reduced to 60% of
deposit.
Recipient's NPG ePOINT will send Port IN request to NPC via
- In case of IR access level will be changed to ISD.
will request NPC NPG
- If customer does not have deposit customer will
to update all
need to pay deposit.
operators.
Prepaid
All responses from NPC will be updated in e-
POINT

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

Post-paid & Pre-paid

- Mobilink will inform customer of reason for Hold
HOLD & revise the Due Date.

Post-paid & Pre-paid

- Mobilink will inform customer of reason for Reject
REJECT.

CS Standardization (QAST) Customer Services Slide 7

 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 Recipient NPG NPC Donor NPG Donor CRM Donor MNP Team
Sub St: Suspended
NPR PORT OUT activity
Porting St: PORTING IN initiated NPR created automatically
Disconnect Reason: PORTED IN
Activity St: Planned
Sub St: Active
Sub St: Suspended NPR Ack Porting St: PORT OUT initiated
Porting St: PORTING IN NPR Ack Disconnect Reason: <NULL>
Disconnect Reason: PORTED IN Activity St: Planned
Activity St: Planned
1. If IR, access level
changed to ISD Incase of
2. CNC checks Reject/Hold
customer details
Sub St: Suspended Call back for
Incase of Accept
Porting St: PORTING IN Accepted settlement of Reject/
NP Accept Hold reason
Disconnect Reason: PORTED IN Credit Limit
NP Accept Yes
Activity St: Planned decreased to 60% of
Deposit
Incase of Prepaid, Number is
created on IN and Switch with Ask customer to
Incase of
suspended status make required
Insufficient
deposit
Deposit
Sub St: Active
Sub St: Suspended Porting St: PORT OUT Accepted
Porting St: PORTING IN Sales Disconnect Reason: <NULL>
Activated Activity St: Planned
Disconnect Reason: PORTED IN NP Execute
Activity St: Planned
NP Execute 1. Deactivate in Billing
Sub St: Suspended System/HLR/IN
Porting St: PORTING IN Waiting 2. Number is D-Tagged
for NP Ready
Disconnect Reason: PORTED IN Sub St: Deactivated
Activity St: Planned Porting St: PORT OUT Deactivate
Disconnect Reason: PORTED
NP Ready
Sub St: Suspended OUT
Porting St: PORTING IN NP NP Ready Activity St: Planned
Ready Received
Disconnect Reason: PORTED IN Sub St: Deactivated
Activity St: Planned Porting St: PORT OUT Waiting for
NP RFS
1. Restoration activity created Disconnect Reason: PORTED
automatically OUT
2. Number Restored in Switch Activity St: Planned
Sub St: Active
Porting St: PORTING IN Send NP NP RFS NP RFS Sub St: Deactivated
RFS Broadcast Porting St: PORTED OUT
Disconnect Reason: <NULL> (To all operators) Completed
Activity St: Planned Disconnect Reason: PORTED
NP Activated OUT
Sub St: Active NP Activated Activity St: Complete
Porting St: PORTED IN Status
Activity St: Complete
 Questions?

CS Standardization (QAST) Customer Services Slide 9

 Thank You

CS Standardization (QAST) Customer Services Slide 10