Dealer Portal CDMA User Guide

Transcription

1 Dealer Portal CDMA User Guide

2 Welcome to the Dealer Portal Under the Bring Your Own Sprint Device program customers will now know the freedom previously associated only with GSM handsets. Customers can now reuse their existing Sprint handset on good2go Mobile, saving them from the cost of a new handset. However, the program does operate a bit differently than our GSM based BYOD program. This user manual will walk you through all the processes associated with our CDMA based Bring Your Own Sprint Device program. We will be covering: 1. CDMA Handset Requirements 2. CDMA Minute Plans 3. Dealer Portal Overview 4. ESN Swaps 5. CDMA Activation Process 6. Top- Ups 7. Configuring Data/MMS Settings 8. Number Porting 9. Account management Information

3 CDMA Handset Requirements 1. In order to be eligible the handset must meet the following criteria: Handset cannot be active on Sprint Network. Handset cannot be under Contract with another carrier. Handset cannot be in a Stolen or Lost status. Handset may be either CDMA or Wimax Handset cannot be an LTE device Handset model must be on White List spreadsheet. o This spreadsheet can be downloaded from the support page of the dealer portal. 2. The following types of devices cannot be activated: o Verizon Devices o RIM Devices o Apple Devices o Ready Link Devices o Tracfone Devices o Quest Devices o Q- Chat Devices o 4G LTE Devices o Virgin Mobile Devices o Boost Mobile Devices o 2G Devices o Power Source/IDEN/CDMA o Palm Devices 3. Sprint proprietary Apps will not work, such as: o My Account o TeleNav GPS o Sprint Zone o Sprint TV/Radio/Music/Mobile o Family Locator o Sync/Mobile Wallet/Powerdeck 4. Stolen Device Policy: We are unable to contact Sprint or any other network on behalf of the customer to inquire or request additional information or removal of stolen status. The owner of the device must contact their previous network or seller of the phone to rectify the situation.

4 CDMA Minute Plans * Unlimited Data does not mean unreasonable usage. The current system threshold is 1GB

5 Dealer Portal Overview To access the good2go Mobile dealer portal go to: Home Quick access to our most used functions: Activations, Top- Ups, Change Plan, Number Ports, Device Swaps and Data Settings. Dealer Management View your dealers and inventory Wireless Account Management View individual customer account information. Inventory Manages your SIM card inventory Reports Run reports on your activity. My Profile Reset your password or change your account information. Contact Us Send us an to report any Portal issues.

6 CDMA POC Swaps Sprint has separate device databases for its retail network and resale network to protect the company from retail customers buying a subsidized device and activating it elsewhere. The resale database is referred to as the PLBL database. In order for us to activate an eligible CDMA device it must be converted from the retail database to the PLBL database. We are able to do this conversion through the dealer portal using the POC Swap Tool. ** Before attempting a POC Swap be sure to verify the device meets the eligibility requirements listed on page 3 of this manual ** Step 1 Click on the ESN POC Swap button found either in the blue bar on the homepage or the green bar under the Wireless Account Management tab. Screen shots of both have been included below: Click either place to begin the POC Swap ESN POC SWAP

7 Step 2 Enter the device s MEID or ESN and select which type of device it is. Then click ADD DEVICE. ** Either the Hex or Decimal format of an MEID/ESN can be enter ** Step 3 If the POC Swap was successful, you will see one of the screens below: Wimax devices will receive the IN PROGRESS message above. Wimax swaps cannot be done in real time and require an overnight wait period between the swap and the activation request. CDMA devices will receive the SUCCESS message above. Within this message will be an Activation Code. This code will be required to activate the device. (For security reasons the activation code in this example has been partially hidden) ** You must write down this code. It is required to activate the device. **

8 If the POC Swap was unsuccessful, you will receive one of the Error Messages below. To the right of the Error Message you will find a description and possible resolution to the error. Error Message I'm sorry, we are experiencing difficulties with this transaction, please try again later. This Device cannot be activated. Please check the ESN/MEID and try again. I'm sorry, we are experiencing difficulties with this transaction, please try again later. We are unable to locate this ESN/MEID. Please contact your Operations Account Manager to report this error. The ESN/MEID you entered is not the correct format. Please verify and try again. "The ESN was not assigned to Sprint. While we can activate this ESN, we cannot guarantee that we will be able to provide the MSL code upon activation, which may prevent programming of the device, which is a requirement for service. If the device is not OTA capable, and you do not have the MSL, the phone will not work." This device has been reported stolen or lost, and cannot be activated. This device has been reported Fraudulent, and cannot be activated. This device is currently active on Sprint's network, and cannot be activated with us. This device is not authorized for service on the CDMA network, and cannot be activated. Communication Error - Please contact your Operations Account Manager to report this error Internal Error - Please contact your Operations Account Manager to report this error This device is currently active on Sprint's network, and cannot be activated with the good2go Program. Description System Issues, please try again According to the ESN/Meid entered, this device cannot be activated, check entry and try again. System Issues, please try again This issue may be able to be rectified. Turn Around time is 24 hours from submittal during business hours. Esn/MEID is not in correct format. Check for typos, etc. Already in the PLBL database, we may not get the MSL back, and cannot guarantee that we will be able to activate the device and/or provide the MSL. The device is flagged as being stolen or lost. Please have the customer contact the previous provider to resolve this issue. The device was flagged for fraud. Please have the customer contact the previous provider to resolve this issue. The device is currently flagged as being activated. Please have the customer contact the previous provider to have the service cancelled, and try again. This device is not on the whitelist, and we cannot activate it at this time. System issue, please contact your Ops Manager. System issue The device is currently flagged as being activated. Please have the customer contact the previous provider to have the service cancelled, and try again.

9 CDMA Activations Step 1 Click on the Activation button found either in the blue bar on the homepage or the green bar under the Wireless Account Management tab. Screen shots of both have been included below: Click either place to begin the Activation Process ESN POC SWAP

10 Step 2 Under Activation Type select: Activation Code Step 3 Enter the Activation Code given to you at the end of the POC Swap process. Step 4 Enter the customer s Zip Code then click the Submit button.

11 Step 6 Select the customer s minute plan from the drop down menu, then click the Submit button. ** You must choose a plan or the customer will not have service. ** Step 7 Write down the customer s MDN, MSID and the MSL. The MSL Code will be used later to access the MDN and MMS settings.

12 Step 8 Follow the Handset Programming Instructions. ** You must program the phone with the exact MDN and MSID listed or the phone will not work. ** Step 9 Once you have successfully programed the device, select Yes and then click on the Continue button.

13 Step 10 Enter the Top- Up PIN # provided by your POSA provider then click the Continue button. If the Top- Up PIN is not accepted, you will get one of the error messages below: Invalid PIN means that the PIN entered is not recognized. PIN Used means that the PIN entered has already been used. If the Top- Up PIN is accepted, the screen below will appear: This screen shows the updated customer information and allows you to print out a receipt for the customer. ** The account status and expiration date may take up to 15 minutes to change from expired. Let the customer know there may be a short delay before the service starts. **

14 Top- Ups Step 1 Top- Ups can be done directly through homepage or by going under the Wireless Account Management tab. Screen shots of both have been included below: Click either place to apply a Top- Up ESN POC SWAP

15 Option 1: Quick Top- Up Method on the Homepage Step 2 Enter the customers MDN Step 3 Enter the Top- Up PIN Number then click on the Top- Up button. If the Top- Up PIN is not accepted, you will get one of the error messages below: Invalid PIN means that the PIN entered is not recognized. PIN Used means that the PIN entered has already been used. If the Top- Up PIN is accepted, the screen below will appear: This screen shows the updated customer information and allows you to print out a receipt for the customer. ** The account status may take up to 15 minutes to change from expired. Let the customer know there may be a short delay before the service starts. **

16 Option 2: Top- Up through Wireless Account Management Tab Step 2 Enter the customers MDN then click the Submit button. Step 3 Enter the Top- Up PIN Numbers then click on the Top- Up button. If the Top- Up PIN is not accepted, you will get one of the error messages below: Invalid PIN means that the PIN entered is not recognized. PIN Used means that the PIN entered has already been used. If the Top- Up PIN is accepted, the screen below will appear and you will be able to print out a receipt for the customer. ** The account status may take up to 15 minutes to change from expired. Let the customer know there may be a short delay before the service starts. **

17 Configuring Data/MMS Settings The network configures data settings automatically. Handsets must be manually configured for MMS to work. To configure the MMS, you will need the MSL code listed on the customer s account. Step 1 Click on the Wireless Account Management tab and then enter the customer s MDN and click the Submit button. ESN POC Step 2 Write down the customer s MSL number.

18 ** Remaining steps may vary slightly depending upon the device. ** Step 3 From the Main Menu of the handset select the phone dialer. Step 4 Enter ##3282# and hit send to view the data options. Step 5 Select MMSC Step 6 Select Edit Step 8 When prompted for the Service Code enter the MSL number Step 9 At MMS Setting Menu, Select the MMSC URL and modify the URL to Select Ok. Step 10 Select Home button to return to the Main Menu.

19 Number Porting ** You must port the number after completing the POC Swap but before the start the activation process. A number port cannot be done after the activation has been completed. ** Step 1 Click on the Activation button found either in the blue bar on the homepage or the green bar under the Wireless Account Management tab. Screen shots of both have been included below: Click either place to begin the Activation Process ESN POC Step 2 Click on the Click Here to Transfer an Existing Number to good2go button in the top right corner. Step 3 Click on the CDMA NUMBER PORT button in the top right corner.

20 Step 4 Enter the CDMA Activation Code created during the POC Swap. Step 5 Enter the Top- Up PIN Step 5 Select the Handset Type (CDMA or Wimax) Step 6 Enter customer s old service provider s information the click Submit. Porting Tips: 1. CDMA Port Request typically takes 4-24 hours. 2. The ESN/MEID cannot currently active and be used for a Port In. 3. Status updates concerning the port request will be sent to the address you entered above. If you receive an with an error message please call to address the issue.

21 Account Management Step 1 Click on the Wireless Account Management tab and then enter the customer s MDN and click the Submit button. ESN POC SWAP This will bring up the screen below with all the customer s account information.