Annex - Tracfone Activation tool

New Field activation tool

As of 5/27/2020, Safelink will implement some changes to the field activation tool to improve on the user experience, quality control and reduce unintended user errors. Another focus of these release is to provide better, clearer error messages to help agents troubleshoot potential inventory issues, network coverage issues, and avoid typos to name a few.


Interface

Agents will now see the LifeLine ID field, the SIM Card Number and new ZIP Code boxes. The Serial Number field remains hidden unless needed.

Lifeline ID: No Change

SIM Card Number: Agents will now only need to enter the SIM card number located on the handset box or the SIM card.

ZIP Code: Agents will need to enter the same ZIP code as the application. This helps ensure that there were no entry errors in the Lifeline ID and that the right activation is going to the right customer.

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If all is in order, the Lifeline ID (LID), the SIM # and ZIP code should be all that needs to be entered in respective boxes.

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If any issues with the SIM number, the ESN box will show-up. That usually indicates a potential issue with the Serial number (ESN) tied to that SIM. This is one of error messages that may be displayed.

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If any issues with the ZIP Code, this error message will be displayed. Agent just needs to re-enter the matching ZIP code (same as entered in application steps)

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New error messages

Issue: The enrollment's ticket has surpassed its 14 days’ time frame. A new enrollment needs to be created.

  • Resolution: Activation request/ticket has expired. A new enrollment needs to be created.

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Issue: This device is not associated with SafeLink Master Dealer account, please verify or try a different device

  • Resolution: Please contact your supervisor. This likely indicates an inventory or order fulfillment issue which will affect all orders in that batch. Escalation likely needed.

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Issue: This device has in invalid Status, please try a different device

  • Resolution: This typically indicate that the handset has already been used or attempted to be activated and can no longer be used. The device need to be RMA’d

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Issue: The Serial Number you have entered is not valid. Please try again

  • Resolution: in cases where the ESN (Serial Number) needs to be entered, that would indicate a typo in the number or wrong number entered.

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Issue: ESN does not belong to this Brand

  • Resolution: Potential inventory issue or incompatible handset or wrong number entered. Verify that correct information is entered. If yes, escalation needed to verify inventory/order fulfilment.

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First call verification process

As of 11/16/17, SafeLink has implemented a new feature in the Field Activation tool that will allow agents to complete the activation by completing the First Call step. Below are the steps to follow:

1) Agent enters necessary information in related fields as usual and clicks on “ACTIVATE”

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2) Once Activation request is successfully submitted, Agent will see a message (below) to call a toll free # from newly activated handset to complete the activation. The only required input from the agent during the call is to press 1 for English or 2 for Spanish. The agent will then hear “……Your phone was successfully activated… Goodbye” and system will end the call.

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3a) Once call to IVR is completed, agent should then click on “Complete Activation” to confirm that Phone activation was successful. They will then see message below:

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3b) If Agent accidently exits above screen, Agent may also click on “Complete Activation” located on the upper right corner of the screen to verify the Activation/First Call success once the call to toll free # was placed. They will need to enter the Phone Number or Serial Number.

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4) Once step 3a or 3b is done, Activation and First Call process is completed.

Possible Error messages

  • If Agent clicks on “Complete Activation” on either page before completing the call, they will get this message below. If they see this message, Agent has not made the First Call yet and needs to dial the toll-free number displayed to complete the activation.

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If Agent clicks on “Complete Activation” too soon after starting the activation process, they may also get this message below. Agent will need to wait a moment and dial toll free # and try again

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