2. Once you open CID via Internet Explorer: Select “Yes” to continue
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4. New customer: select the new customer button and the activation will proceed Click the arrow to continue on with the activation All transactions in CID will begin at this screen.
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6. If the Social Security Number given by the customer should fail the validation process, a failure screen will appear. Simply click on the Green arrow to proceed. From the failure screen, the Indirect Dealer will be directed back to the Customer Information Collection screen. The customers Social Security Number can be reentered for one more validation attempt or the Bypass ID Validation box can be checked to proceed with the activation without an additional validation attempt. If the validation attempt fails a second time, the failure screen will appear again. Click on the Green arrow to proceed with activating the customers account. Please note: In the phase 1 release, the customer does not have to pass ID Validation to activate new service. wireless Confidential/Proprietary Customer ID Validation
7. First, select the rate plan by process of elimination, starting with the $60 Access Plus Plan. If a Social Security Number was entered for the customer, the ID Validation will take place behind the scene while the Indirect Dealer is reviewing the Rate Plan and Offer Page. Note: What the dialog box reads with each selection. This box changes according to what selection is being made next. As you select no on a rate plan, the next plan “illuminates” and becomes available for selection. (This emphasizes the “sell up to sell down” sales process!)
8. Once the rate plan has been selected, you can select the optional features in order. As you select yes or no on each feature, the next available feature illuminates, based on the rate plan selected. Included features remain illuminated. Unavailable or pre-selected features packages for the selected rate plan remain “grayed-out.” When you have verified all of the above information is correct click the arrow to continue on with the activation
9. * If an exact match is found on the street address and zip, CID will not display this screen and will simply accept the zip +4 provided by the third party. Click the arrow to continue on with the activation Please make sure and read the definition of the below options carefully
10. “ First Bill Total” will be for the first full month of service plus additional features and taxes. “ Amount Due Today” shows the amount due which must be collected at an APL within an hour of the activation Summary legal script on lower page must be read to the customer . After agreement select “Yes” and proceed to the final steps. Click the arrow to continue on with the activation
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12. Click on “Check Status” to see the status of recent activations.
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14. IMPORTANT: Make sure and print a copy for your records and for the customers records to prevent any miscommunication between you and the customer, also for future reference. Once an account is active a customer and dealer printout will be available . Information presented will represent the scenario of activation If the customer is required to pay the $15 activation fee for an NBC or PWH handset the CID printout will include the fee. The Refund Policy and reference to Cricket terms & conditions are highlighted at the bottom.
15. Click on “Return to Status Monitoring Screen” to continue Make sure and complete the activation by dialing *228 to program the handset, if the handset fails to program successfully please refer to the manual programming instructions located at www.mycricket.com
16. Existing customer: Click on this button to access existing customer database Select the last name field with the mouse and then type spacebar, tab spacebar, tab. If you have done it right the focus will be in the area code window Then you must enter the existing mobile number or Cricket account number here Then click on here to continue |
17. Search results will appear, you then select the account by clicking on the name. Be sure to verify the name on the account with the customer.
18. It is very IMPORTANT to verify the customers information to assure you are assisting the account holder to prevent any unauthorized changes an the customers account FYI: You can get allot of basic account information by clicking on the customers information in the top right hand side of the screen Pop up Box will appear with basic account information Then click on here to continue
19. Click on the “Billing details ” link to open account details
20. You will then be able to view the account details You will also be able to lookup the customers account history by month When selected by clicking on the correct month a drop box will appear, displaying billing data You will then be able to view all of the accounts Billing data
21. Click on the arrow to reveal phone details, if the customer has more than one line they will also appear here
22. Click on the mobile number (MDN) to chnaqge the customer’s phone number
23. Verify the phone model is accurate. Select the area code the customer is requesting. Since we only have one in Las vegas, this should be easy Then click on here to complete mobile phone number change Scripting informs the dealer to charge or not charge the $15.00 phone number change (MDN)
31. Select ABP link to process changes to credit or debit card billing Select the Paper Bill link to add or delete the sending of a paper bill If Bill Reminder (SMS) is set to ‘yes’, customer will receive bill reminder text message. If ‘no’, reminder is set to ‘off’. Automatic Bill Pay
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33. Automatic Bill Pay information will be updated at this screen Customers may use credit cards to establish ABP at Dealer locations. Customers with debit cards must be referred to a full service Cricket store for assistance Bart Simpson The name can be changed to match credit card information if, for example, a family member is paying for a relative’s account. Automatic Bill Pay (ABP)
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35. Reactivation As you select no on a rate plan, the next plan “illuminates” and becomes available for selection. (This emphasizes the “sell up to sell down” sales process!) First, select the rate plan by process of elimination.
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37. Bart Simpson Verify that the MEID on the account is correct. Enter the Hex Input the Address information
38. Summary legal script on lower page must be read to the customer. After agreement select “Yes” and proceed to the final steps “ New Monthly Bill” will be for the first full month of service plus additional features and taxes. “ Amount Due Today” will need to be paid to an APL within 1 hour of the activation Reactivation
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44. Click the arrow to continue on with the activation Bridge Pay Special Agreement screen displays Review the “Memos” section with the customer
45. Once agreement has been accepted the “Add Special Agreement” confirmation page will display Click the “Print agreement Receipt” radio button The “Payment Agreement Statement” will display print and provide a copy to the customer Click the arrow to continue on
46. After a copy of the agreement has been printed and provided to the customer click the green forward arrow The “Active Sp. Agreement” is now “Y” Another agreement is not allowed.
