CPNI Situation Guidelines

New Activation
New Customer
o Obtain password, security question/answer & authorized user at the time
of activations.
Existing Customer
o Must verify photo ID before adding additional lines.
o Can only be done by RP.
Upgrades
Can only be done by RP.
Must verify photo ID before performing upgrade.
Authorized users can only be told when or if they are eligible to upgrade.
In Store Visit
RP & authorized users must show photo ID, verify password, or answer security
question before information can be given.
Inbound Phone Call
Account password or security question/answer must be verified before giving
information.
Address, contact numbers, and email must be verified.
Information can only be given to RP or authorized users.
Outbound Phone Call
Ask to speak to RP.
Explain why you are calling. For example: Hi this is Joe from Cellular One and
Im calling to go over some options to reduce the amount of overages on your
next bill.
If the customer agrees you MUST verify the password before proceeding.
Remember, only the RP can make changes to the features and plans.
Handset Protection Incidents
Users are allowed to do handset protection incidents as long as long as the RP has
verified security and has approved this.
Unauthorized users cannot be told whether or not they do or dont have handset
protection.
RP and authorized users can be told if they have handset protection only after
verifying the password.
Users can file incidents and be given the incident ID number.

Loaner Phones
Loaner phones can be given to users without RP approval or password
verification as long as the phone is not a smartphone, the RP would need to sign a
form for a smartphone loaner.
RP Changes
Both the new and old RP must sign their respective form.
Photo ID must be verified before allowing RP to sign RP change form.
Free Numbers
Customer must verify password or security question before numbers are changed.
We will allow the RP and authorized users to update free numbers as long as the
password or security question is verified.
Please note: Free numbers are the ONLY change that can be done by someone
else other than the RP.
Contracts
Contracts are NEVER to be mailed to a customers house.
Contracts are NEVER to be faxed. (unless there is special management approval)
The only time a contract can be signed outside of the store is if a Sales Rep takes
the contract to the customer and witnesss the RP sign. (Cannot be notarized.)
Forgotten Password with No Security Question/Answer
Passwords can be sent in the mail to the address on file.
Passwords can be given in the store after photo ID is verified.
Verification PIN can be sent to RPs line, once verified password can be given.
Changing Password
Password can only be changed by the RP.
Password can only be changed after verifying old password or security.
Authorized User Forgot Password
If an authorized user has forgotten the password you are allowed to ask them the
security question or show proof of ID.
Only information is to be given.
You are NOT allowed to give the authorized user the password or account
number. They must obtain this from the RP.