Dealernet (Miscellaneous Requests) System Guide

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1 Dealernet (Miscellaneous Requests) System Guide Table of Contents 1. Transactions Supported By CDPU Dealernet Miscellaneous Request Main Menu New Request Change Rateplan (with contract) Change Rateplan (without contract) Bill Merge Bill Separation / Corporate or SME Individual to Individual Add/Delete VAS Change Bill Cycle Increase/Decrease Credit Limit Change of MSISDN Approval for 7th Line and above Add MISM Prepaid Profile Update Prepaid Transfer Ownership Postpaid Transfer Ownership Post to Pre Prepaid Sim Replacement Postpaid Sim Replacement View Report... 27

2 1. Transactions Supported By CDPU Dealernet Type of Request MEPs Dealer Remarks Manual Portal ( Online Registration) New Registration N Y* Dealernet access available to MEPs as BCP; submission is allowed only when system is down *Only applicable to Dealer without RR Portal access Number Retention Y* Y *Only applicable for customer under Blacklisted *Dealernet access available to MEPs as BCP; submission is allowed only when system is down Number Porting (Multiple Post to Pre) Y Y MNP Reject Submission Y Y Consumer Portal ( RR portal ) New Registration Approval needed due to following scenario - Blacklisted customers - Write-off customer more than 6 th line approval Y Y Transactions that require approval will be landed at CDPU for action. For blacklisted customers, MEPs to proceed via Online Registration Portal with release letter send to Centralized Data Processing Unit (CDPU) fax number For write off accounts, MEPs to submit via Online Registration Portal once customer settle the write off amount. *The transaction will be auto-flow from RR Portal to Kenan after CDPU approved 1 P a g e

3 Dealernet Type of Request MEPs Dealer Remarks Misc Request Change Rate plan Y* Y *Dealernet access available to MEPs as BCP; submission is allowed only when system is down Change Rate plan (with contract) Bill Merge Y Y Bill Separation Y Y Approval of 7th lines and above (Broadband only) Delete VAS Y N Add International Roaming/Call Conference Change of Bill Cycle Y N Increase/Decrease Credit Limit Change of MSISDN Y N Add MISM Y N Postpaid Transfer Ownership Y* Y *MEPs only applicable for CRP recontracting with penalty waiver Y Y Y Y Y N N N Prepaid Transfer Ownership Y N Transfer ownership for HYC is not allowed for recipient above 25 years old. MEPS have to assist customer to change the plan to #Hotlink via UMB before submit to CDPU Prepaid Update Customer Y N Information Change of Market Code Y N (Corp/SME Individual to Individual) Prepaid Sim Replacement N Y Only for Prime and Prestige dealer nationwide Postpaid Sim Replacement N Y Only for Prime and Prestige dealer nationwide Post to Pre Y N 2 P a g e

4 2. Dealernet Miscellaneous Request Main Menu Login to Dealernet Click on Misc Request 3 P a g e

5 There are 3 options under Dealernet Misc Request Main Menu: Options New Request View Report Misc Request System Manual Description Allow users to place requests. There are 10 different types of requests: i. Change of Rate Plan (with contract) ii. Change of Rate Plan(without contract) iii. Bill Merge iv. Bill Separation / Corporate or SME Individual to Individual v. Add/Delete VAS vi. Change Of Bill Cycle vii. Increase/Decrease Limit viii. Change of MSISDN ix. Approval of 7th line and above x. Add MISM xi. Postpaid Transfer Ownership xii. Prepaid Transfer Ownership xiii. Prepaid Update Customer Information xiv. Prepaid Sim Replacement xv. Post to Pre Allow users to view the current status and details of each requests Allow users to view the user guide with screenshots 4 P a g e

6 3. New Request 2.1 Change Rateplan (with contract) Select Change of Rate Plan (with Contract) Under the Dealer Remarks field, fill in the contract information Upload all relevant documents and addendum IMPORTANT NOTES: Maxis Exclusive Partner (MEP) should proceed in Kenan except for recontracting/exceptional transaction. 5 P a g e

7 2.2 Change Rateplan (without contract) Select Change of Rate Plan (without Contract) IMPORTANT NOTES: Maxis Exclusive Partner (MEP) should proceed in Kenan except for recontracting/exceptional transaction. 6 P a g e

8 2.3 Bill Merge Select Bill Merge 7 P a g e

2.4 Bill Separation / Corporate or SME Individual to Individual Select Bill Separation / Corporate or SME Individual to Individual IMPORTANT NOTES: For Bill Separation: Maxis One Share cannot be

9 2.4 Bill Separation / Corporate or SME Individual to Individual Select Bill Separation / Corporate or SME Individual to Individual IMPORTANT NOTES: For Bill Separation: Maxis One Share cannot be separate from main line account Liberalisation(Elite / Select / Mass ) will be updated on the next day of separation For Corporate or SME individual to Individual: Any corporate component/rebate found will be removed when converting to individual account. 8 P a g e

10 2.5 Add/Delete VAS Select Add/Delete VAS Upload all relevant documents and forms (if required) IMPORTANT NOTES: For Delete VAS: For IDD removal, please take note that International Roaming will be removed as well For GRPS removal, please take note that 3G Telephony & MMS will be removed as well For Add VAS (Call Conferencing) & (International Roaming): Ensure Account is current and no overdue or written off Elite / Select / Mass - C and less than 2 years, Deposit RM1000 per line + Letter of employment (Call Conferencing) Please attach owner's photocopy ID (New IC, old IC, passport, police/army ID) Please attach Complete Service Change Form with customer signature 9 P a g e

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12 2.6 Change Bill Cycle Select Change Of Bill Cycle IMPORTANT NOTES: Ensure the current bill cycle is complete before submit the request 11 P a g e

13 2.7 Increase/Decrease Credit Limit Select Increase/Decrease Limit Upload all relevant documents and forms (if required) IMPORTANT NOTES: Kindly ensure the following checks are completed before submit the request: For Increase Credit Limit: 1. Account Less Than 6 Months with No Existing Account(s): Account must be current without overdue/exceed limit/write off amount on customer's existing and related accounts Call 123 for assistance 2. Account More Than 6 Months: Account must be current without overdue/exceed limit/write off amount on customer's existing and related accounts Copy of NRIC & Service Change Form For Decrease Credit Limit: Check the account to see if there is any overdue amount. If yes, request customer to settle the overdue payment so that the total billed and unbilled amount after payment is less than the new lower credit limit requested. (This is to avoid the lines to be immediately barred. Copy of NRIC & Service Change Form 12 P a g e

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15 2.8 Change of MSISDN Select Change Of MSISDN IMPORTANT NOTES: Account must be current without overdue/exceed limit/write off amount on customer's existing and related accounts. MSISDN being reserved before submit the request. Do inform the customer that RM25 will be charged to the next bill. 14 P a g e

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17 2.9 Approval for 7th Line and above Select Approval of 7 th line and above IMPORTANT NOTES: Strictly for Broadband registration only. Fill in the No of Lines that require approval 16 P a g e

18 2.10 Add MISM Select Add MISM IMPORTANT NOTES: Kindly ensure the following checks are completed before submit the request: Account must be current without overdue/exceed limit/write off amount on customer's existing and related accounts For NEW registered primary line; kindly ensure activation completed upfront before submit to CDPU. (Registration to be completed under MISM simcard + data > 2GB assigned) For request to change the EXISTING line to primary MISM, kindly ensure sim replacement completed upfront (with data > 2GB assigned) before submit to CDPU. 17 P a g e

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20 2.11 Prepaid Profile Update Select Prepaid Profile Update IMPORTANT NOTES: Kindly ensure the following checks are completed before submit the request: i. Please attached photocopy ID (New IC,old IC,passport,police/army ID) for request to update any one of these fields; customer name/new IC/old IC/Police/Army ID/Passport No. 19 P a g e

21 20 P a g e Fill up only the field/fields that need to be updated

photocopy ID (New IC, old IC, passport, police/army ID) & Change

22 2.12 Prepaid Transfer Ownership Select Prepaid Transfer Ownership IMPORTANT NOTES: Please attach both current & new owner's photocopy ID (New IC, old IC, passport, police/army ID) & Change Service Form Please indicate if this is HYC transfer ownership 21 P a g e

2.13 Postpaid Transfer Ownership Select Postpaid Transfer Ownership IMPORTANT NOTES: Account must be current without overdue/exceed limit/write off amount on customer's existing and related accounts

23 2.13 Postpaid Transfer Ownership Select Postpaid Transfer Ownership IMPORTANT NOTES: Account must be current without overdue/exceed limit/write off amount on customer's existing and related accounts No Blacklist for new owner Existing owner account must be active >3mths tenure. Please attach both current and new owner's photocopy ID (New IC, old IC, passport, police/army ID) with signed Registration Form & Change Service Form Fill up the new owner s information 22 P a g e

account must be active with no write-off/outstanding and need to have > 6

24 2.14 Post to Pre Select Post to Pre IMPORTANT NOTES: Kindly ensure the following checks are completed before submit the request: Existing owner account must be active with no write-off/outstanding and need to have > 6 months tenure Please attach photocopy of owner IC & Change Service Form 23 P a g e

25 2.15 Prepaid Sim Replacement Select Prepaid Sim Replacement 24 P a g e

26 2.16 Postpaid Sim Replacement Select Postpaid Sim Replacement IMPORTANT NOTES: Kindly ensure the following checks are completed before submit the request: i. No outstanding/overdue/written off and account not barred (please call DRMC) ii. 3rd Party SIM Replacement is not allowed iii. Corporate Account SIM Replacement is not allowed iv. Upgrade/Faulty SIM ONLY v. Ensure that Principal Line holder is present to make any sim replacement for supplementary line vi. Please attach owner's photocopy ID (New IC, old IC, passport, police/army ID) vii. Please attach checklist & signed SIM Replacement Form viii. Please attach picture of the old simcard (mandatory) 25 P a g e

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28 4. View Report Click View Report from Dealernet Misc Request Main Menu Report can be filtered by status Report can be filtered by date There are 6 different statues Request Status New Processed (Partial) Rejected Done (Partial) Done Description Newly created request Part of MSISDNs in the request had been processed by CDPU All MSISDNs had been rejected by CDPU All MSISDNs in the request had been processed by CDPU and at least one MSISDN in the request had been rejected All MSISDN in the request had successfully been processed Click on customer s name to view the detailed report 27 P a g e

Reinstatement of Expired Prepaid MSISDN (New Process) Business Operations 18 Feb 2016

Reinstatement of Expired Prepaid MSISDN (New Process) Business Operations 18 Feb 2016 General Guidelines: Owner of the expired prepaid number can request to reinstate their number via Maxis Center or MEP