PROCESS OVERVIEW:

This process assumes that MDN, tariff and included talk time will be pre-allocated against each account.
It also assumes that Retailer to FOS to Distributor mapping will be in place. This process does not
assume that MDNs will be tracked throughout the supply chain, although this would be the ideal case.
Therefore, the initiation of the activation process by the Retailer is critical in identifying the outlet
responsible for the connection.

This process assumes bulk provisioning prior to Starter Kits entering the market, in that all SIMs will be
provisioned on the HLR, account created on the IN with IDLE status, and a corresponding dummy
account set up on TeleCompass.

1. Customer requests prepaid connection and fills out a CAF & provides supporting documents (e.g.
photo, POI, POA.)
2. Retailer performs initial check of documents to ensure accuracy and validity.
3. Retailer sends SMS ACT_RETAILERNAME_MDN to his/her allocated distributor.
4. Distributor forwards SMS to MTS system (51231) in the format
ACT_RETAILERNAME_MDN_PIN where RETAILERNAME is the Retailers unique
identifier in TeleCompass and PIN is the Distributors PIN code.
5. MTS system validates SMS input for RETAILERNAME validity, Distributor CLI/PIN match, and
validity, and ensures MDN is a valid MTS MDN.
In some cases, however, a Distributor might have more than 1 authorized CLI (phone number).
In such cases, all of the phone numbers for the Distributor should be assigned to a single account,
regardless of the number of MDNs.
6. Account status changes to ACTIVE status on TeleCompass, all call barring is lifted on the HLR,
and IN status changes from IDLE to ACTIVE.
7. MTS system sends SMS confirming successful activation to both the Retailer and Local Distributor
in the format MDN HAS BEEN ACTIVATED.
8. MTS system sends welcome SMS to new Customer in the format Welcome to MTS India! For
more information on our products and services, please dial our 24x7 MTS Customer Care at
155 from your MTS phone.
9. After activation, FOS collects CAF and documentation from Retailer, performs validation and
delivers to Local Distributor.
10. Local Distributor validates CAF and documentation, signs off, and forwards to CAF Agency.
11. CAF agency collects CAF and documentation from Local Distributor and performs final validation
before entering data into the TeleCompass system.
12. Verification agency conducts tele-verification on 100% of new customers within 48 hours of
customer documentation being validated and entered into the TeleCompass system. The verification
process will be positioned as a welcome call but will check that the customer can successful verify
critical account details (e.g. name, ID number, date of birth, etc.).
13. If customer is successfully verified, the activation process is fully closed.
Points of Failure and Error Resolution

Step 2:
Error: During Retailer check, customers documents are found to be invalid.
Resolution: Application will continue to be declined until correct documentation is
submitted.
Step 5:
Error: Distributors CLI is not a valid Distributor CLI in MTS database
Resolution: MTS system sends SMS to Distributor in format This CLI is not
authorized to activate customers. Please contact the Distributor Help Desk.
Error: ACT not entered correctly (message format is incorrect)
Resolution: MTS system sends SMS to Distributor in format The format of this
message is not correct. Please enter the correct activation code format.
Error: RETAILERNAME and/or Distributor PIN are not entered (message format is
incorrect)
Resolution: MTS system sends SMS to Distributor in format The format of this
message is not correct. Please include both the retailer name and distributor PIN.
Error: RETAILERNAME is not an authorized Retailer in the MTS database
Resolution: MTS system sends SMS to Distributor in format This retailer is not
authorized for activations. Please re-send activation request using correct
RETAILERNAME.
Error: Distributors PIN does not match Distributors CLI
Resolution: MTS system sends SMS to Distributor in format This distributor PIN
does not match this CLI. Please re-send activation request using correct PIN.
Error: MDN is not a valid MTS MDN
Resolution: MTS system sends SMS to Distributor in format This MDN is not a valid
MTS MDN. Please check and try again.
Step 12:
Error: During FOS check, customers documents are found to be invalid.
Resolution: FOS notifies retailer that the documents are invalid and will need to be
corrected. Retailer then contacts the customer and notifies him/her.
Step 13:
Error: During Distributor check, customers documents found to be invalid.
Resolution: Distributor/FOS notifies retailer that the documents are invalid and will need
to be corrected. Retailer then contacts the customer and notifies him/her.
Step 14:
Error: During CAF agency check, customers documents found to be invalid.
Resolution: CAF agency notifies Distributor and Distributor/FOS notifies retailer that
the documents are invalid and will need to be corrected. Retailer then contacts the
customer and notifies him/her.
Step 15:
Error: During tele-verification process, customer is unreachable.
Resolution: Customer enters the unreachable verification loop described below.
Error: During verification process, customer is found to invalid for any reason (i.e. any
information contained in CAF is not verified or is provided incorrectly)
Resolution: Customer enters the verification failure loop described below.
Should the CAF data for any specific customer not be entered into TeleCompass within 4 days of
Activation, the following process is initiated:

1. Day 4: MTS system sends SMS to Customer, Retailer, and Local Distributor in the format MDN
customer data has not yet been received and processed. Please ensure this is submitted within
the next 4 days to continue to enjoy uninterrupted MTS services.
2. Day 6: Voice prompt is attached to all of Customers Incoming / Outgoing calls. Prior to being
connected to an incoming or outgoing call, an automated message will say Your customer
documentation has not yet been received and processed correctly. Please ensure that this is
submitted within the next 2 days to continue to enjoy uninterrupted MTS services.
3. Day 7: MTS system sends SMS to Customer, Retailer, and Local Distributor in the format MDN
customer data has not yet been received and processed. Please ensure this is submitted within 1
day to continue to enjoy uninterrupted MTS services.
4. Day 8: Customers Incoming & Outgoing calls / SMS get barred, except for Customer Service calls.
Account changes from ACTIVE to CAF_NOTRECEIVED status on TeleCompass and call
barring is initiated on the HLR.
5. Day 8: If the line gets barred on the 8th day, the distributor once in the lifetime of the customer can
temporarily release his line by sending an SMS in the format A3_PINNO_MDN to 51231 (A3).
Account changes from CAF_NOTRECEIVED to TEMPORARILY_ACTIVE status on
TeleCompass and all call barring is lifted on the HLR. The Customer line would be temporarily
unbarred for the next 48 hrs and the Distributor needs to ensure that the customers details are
updated in TeleCompass within this time period. If not, the customer number is barred again and can
be released only once the details are updated in TeleCompass.
6. Day 15: If outstanding documentation has still not been received then the customers account will be
temporarily deactivated. Account changes from TEMPORARILY_ACTIVE to
TEMPORARILY_INACTIVE status on TeleCompass and call barring is initiated on the HLR.
Reactivation will occur automatically when the customers data is entered by the CAF agency.
7. Day 30: If outstanding documentation has still not been received then the customers account will be
permanently disconnected.

Should the customer be unreachable during the verification calls, the following process is initiated:

Every customer will be attempted to be verified over the phone 3 times during the first 48 hour period
following data entry by the CAF vendor.

1. During first unreachable attempt, verification agent changes status of verification field in
TeleCompass to TV1_UNREACHABLE.
2. MTS system sends SMS to customer in the format You were unreachable during our agents
welcome call. This call contains important information, so we will retry.
3. If the customer is unreachable on the second attempt, the agent changes status of verification field in
TeleCompass to TV2_UNREACHABLE.
4. If the customer is unreachable on the third attempt, the agent changes status of verification field in
TeleCompass to TV3_UNREACHABLE.
5. MTS system sends SMS to customer in the format Your account will need to be verified. Please
call customer service at 155 within 48 hours to enjoy uninterrupted MTS services.
6. If 48 hours passes without verification, MTS system sends SMS to customer in the format Your
account has been temporarily blocked due to non-verification. Please dial 155 to verify and re-
activate your account. Customers Incoming & Outgoing calls / SMS get barred, except for
Customer Service calls. Account changes from ACTIVE to UNVERIFIED status on
 TeleCompass and call barring is initiated on the HLR. Call forwarding should be initiated on the
HLR, such that all of Customers outgoing calls land at the Contact Center for tele-verification. MTS
system sends SMS to Distributor in the format MDN has been temporarily blocked due to non-
verification. Please ensure verification is successful to initiate commission payment. In order
for Customer to get unbarred, Customer will have to complete verification with the contact center
agent.

Should the customer fail verification during any of the verification calls, the following process is
initiated:

1. Verification agent notifies customer that the information provided does not match the information
submitted with the CAF. Accordingly, the customer will be required to physically re-submit correct
information. Information must be re-submitted and verified within 48 hours to avoid uninterrupted
services. For this, the customer must return to an authorized MTS Retailer location (point of sale)
and re-submit CAF and supporting information.
2. Verification agent updates customer status of verification field in TeleCompass from ACTIVE to
VERIFICATION_FAILURE.
3. MTS system sends an SMS to Customer, Retailer, and Distributor in the format MDN needs further
verification. Please note that information must be submitted within 48 hours to avoid barring.
4. Customer will return to original Retailer and re-submit information. Retailer will perform validation
and the information will flow back to the CAF agency through the FOS and Distributor.
5. After CAF agency enters data, customer should be prioritized for a re-verification call in order to
avoid barring the customer. However, if 48 hours passes without verification, MTS system sends
SMS to customer in the format Your account has been temporarily blocked. Please dial 155 to
verify and re-activate your account. Customers Incoming & Outgoing calls / SMS get barred,
except for Customer Service calls. Account changes from ACTIVE to UNVERIFIED status on
TeleCompass and call barring is initiated on the HLR. Call forwarding should be initiated on the
HLR, such that all of Customers outgoing calls land at the Contact Center for tele-verification. MTS
system sends SMS to Distributor in the format MDN has been temporarily blocked due to non-
verification. Please ensure verification to initiate commission payment. In order for Customer
to get unbarred, Customer will have to complete verification with the contact center agent.
6. Verification agent re-validates the information. If the information matches, the process ends. The
verification agent updates customer status of verification field in TeleCompass to
VERIFICATION_SUCCESSFUL. If it does not match, the verification agent updates customer
status of verification field in TeleCompass to UNVERIFIED, call barring is initiated on the HLR,
and process is reinitiated from step 1 (customer has to return to original retailer). MTS system sends
SMS to Distributor in the format MDN has been temporarily blocked due to non-verification.
Please ensure verification to initiate commission payment.

REPORTING REQUIREMENTS:

The following reports related to Activation will be necessary from TeleCompass:

Automated daily report of all activations done, sortable by distributor and retailer
Automated daily report of all activations that were validated
Automated daily report of all activations that were verified
Automated daily report of all activations pending validation
Automated daily report of all activations pending verification
Automated daily report of all activations that were barred due to lack of verification
Automated daily report of all activations that were barred due to verification failure
ACTIVATION PROCESS MAP:

Prepaid Activation
Process Flow