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Change Number for a Subscriber in Multiplay Subscription Management (Managed Package)
This workflow enables agents to change the number assigned to a subscriber based on the subscriber's request.
This feature is part of the Communications Cloud managed package.
The following diagram shows the sequence of actions in the number change request process. An agent initiates the process for a specific mobile subscription on behalf of the customer. If there is an open order on the particular subscription, the process doesn't proceed, and the user is informed. The user has an option to select a free number or a vanity number depending on the subscription category (such as silver, gold or platinum) for a one-time fee. The agent can apply a discount on the fees as applicable. After order confirmation, the payment confirmation is triggered followed by order submission to order management. The number on the subscription is changed to the newly selected number.
- Use Interaction Launcher to verify a subscriber and start a customer interaction.
- On the subscription card, click Actions, scroll down to the Number section, and click Number change request.
- Select a reason for changing the number. If you select Other, you can enter a reason.
- On the Review Order page, if you want to select a number, click Change number.
- Select a number from any of the displayed categories. Based on the category, a price might be applicable. If you don't want to select a number, click Skip. A number is assigned from the free category.
- This workflow assumes that payment is made over IVR. If payment is successful, click Yes and then click Next.
- The order summary is displayed. Click Back to Home to exit the workflow.
