Conflict Resolution

Purpose:

The purpose of this step is to provide information on whether a customer can retain their existing TELCO Wireline Number.

Description:

If a customer is moving his service location, and wants to move his TELCO Wireline service, conflict resolution alerts the CSR if that activity is possible and if any conflicts exist with the location he is moving to.

Use Cases:

• UC04 Select and Configure Products

OMF Services:

No OMF Services are applicable to this step.

Process Information:

• Conflict Resolution is applicable to the Move Order Path only.
• In the event that the customer can keep his existing Telephone Number, he would be provided with a choice of keeping the same number or requesting for a new one.
• This page also displays all the current products and services the customer has at his current address, but are not supported at his new address, if there is a conflict. These unsupported products and services are removed from the customer’s profile and in the case “substitute” products and services are available, they are presented as “replacements” to the customer. The customer is required to specify whether he wants to opt for the replacement/ substitute products.