Prepaid Platform Training

1. Prepaid Platform Training

2. Overview Lesson 1: New Customer Set-up Lesson 2: Supporting Existing Customers Lesson 3: Managing Prepaid Account Activity Lesson 4: Account Statuses Additional Support Materials Revised Policies Course Overview Course Description This course prepares Associates for the migration from the VeriSign (PPIN) Prepaid Platform to a new Prepaid Platform. Course Overview Duration 60 – 90 minutes

3. Course Description Course Objectives • Upon completion of this course, you will be able to: • Explain the impacts of the Prepaid Platform Migration to Associates and Customers • Activate new Prepaid Customer accounts • Take payments and replenish Prepaid Customer accounts • Support existing Prepaid Customers • Manage and track Prepaid Customer account activity • View account status information Audience • Sales Associates • Retail Wireless Consultants • Cashier/Greeters • Sales Leaders • Technicians (Optional) • Inventory Coordinators (Optional) • Customer Service Associates • Prepaid Customer Service • Telesales • Order Processing • Tech Team • Help Desk • Customer Relations • National Resolutions • CQA

4. In March, U.S. Cellular® is migrating from the VeriSign (PPIN) Prepaid platform to a new Prepaid Platform Solution, hosted by two vendors: XIUS-bcgi and Datascape. What’s Changing? XIUS-bcgi is providing the Customer Care User Interface (CCUI) that will replace PPIN to: Datascape is hosting the system that will replace the DataCard Terminals as an online application to: • Activate Prepaid accounts • Add credit or debit card information • Select the ongoing fund source (cash v. instant refill) • Review usage, payment history and account notes • Apply adjustments as necessary • Update the Customer’s bill cycle date (Monthly Recurring Charge) • Update the Customer’s service plan and features • Replenish an account • Perform an account balance inquiry • Run daily Replenishment reports (Totals and Activity Reports) • Print and re-print receipts There is no change to the CARES process.

5. Benefits of the Prepaid Platform Solution to Associates • Some key benefits of the CCUI: • Functional tab lay-out • Streamlined activation process • Features and service plans are tied to availability by market • Summary information by “bucket” simplifies research to answer customer questions • Historic credit card account information stays on the account permanently • Credit cards will be authorized the first time of use using billing address and CVV number to prevent fraud • Associates can see accounts for Customers across markets • Some key benefits of Datascape: • A real-time, web-based application for Prepaid replenishment accessible from any registered PC in a retail location • Any dollar amount can be added to a subscriber’s account • Current account balance can be accessed without performing a replenishment • Improved transaction traceability and reporting • Timely commission and settlement transactions

6. Benefits of the Prepaid Platform Solution to Prepaid Customers The transition to the CCUI and Datascape systems will also create some positive changes for Prepaid Customers. Some of the changes include: • Customers may replenish in any U.S. Cellular market; helpful for those who travel often or work outside of their home market • Customers may only replenish their account using cash, credit card or debit card. The following forms of replenishment will no longer be accepted: • Western Union payments • Bank draft payments • This will maximize security of the customer’s accounts and eliminate overdraft fees for payments from checking accounts • Customers will now dial #BAL(#225) to hear their monetary account balance and #ADD(#233) to add funds via the credit card on file; this replaces the #369 functionality • The type of minutes (peak/off-peak) billed for the entire call are determined at the start of the call. For example, if a call is initiated during the off-peak time or free call time of 6:58 am and ends at a peak time of 7:20am, the entire call will be rated as an off-peak call. The opposite is also true, and will be communicated to existing Prepaid Customers.

7. Prepaid Platform Migration Overview The migration will occur in March by market segments. Our goal is to make the transition as seamless as possible for Customers and for you. • Not all markets will migrate at the same time • We are using a phased approach • Migrations will occur on Tuesday, Wednesday and Thursday, at least 2 business days apart There will be future communications to keep you posted about these changes and the migration in The Buzz.

8. This course introduces the new CCUI and Datascape system and highlights the key procedures, process, policies and positioning changes you need to know. Training and Post Training Support In addition to this course, there are three online resources available to you during and after the migration: Replaces PPIN Tutorial • Prepaid Platform Tool • Links to New How-to-Guides • Job Aids • System Demonstrations • Glossary • Prepaid Migration Website • Available on Cellsite • Up-to-date migration information • Answers to frequently asked questions CCUI Training Environment You will have access to a training environment where you can practice using the CCUI to activate and manage Prepaid Customer accounts. At the end of this course, you will be able to print a CCUI Practice Activity Worksheet that will explain how to access and use the training environment. This worksheet will also be available on the Prepaid Platform Tool.

9. Objectives Upon completion of this lesson, you will be able to: Log into the CCUI Log into Datascape Activate a new Customer account Explain replenishment options Set up replenishment options Take a payment Lesson 1: New Customer Set Up Overview In this lesson, you will watch a demonstration of a new Customer account activation. The demonstration will provide you with an overview of the entire process. Within the demo, you will see a magnifying glass icon that will alert you to any significant differences that will be addressed in greater detail in this course. This lesson will also prepare you to set up replenishment options for the Customer and take payments. Once the Customer’s account is active, you will next want to discuss replenishment options to ensure that the Customer’s service continues without interruption. Lesson 1 Take me to the demo!

10. Log in Select a Market ID Calculate the Service Plan and Features amount Change the Default Service Plan Trigger the Monthly Recurring Charge (MRC) Account Activation in Detail Now that you have seen what the activation process looks like in the CCUI, let’s focus on a few key areas of the process:

11. Log in You will access the CCUI with your current VeriSign credentials. If you do not currently have access to VeriSign, you will receive an e-mail with your username and password from I.S. Support.If you do not receive a new user name and password, submit a Remedy Ticket through Request Central.

12. Select Market ID The Market ID is the market where the Customer lives. This replaces the Distribution Outlet selection in PPIN, simplifying the activation process.

13. Calculate Service Plan Fee You must determine the service plan and features the Customer wants before you start the activation process in the CCUI. You need to enter the Service Plan Fee total (whole dollar amounts only) to complete this screen. Service Plan + Features Service Plan Fee Charles Helton $60 Service Plan + $ 5 Feature $ 65 • Note: • Retail stores will round up to the next highest dollar. (i.e. 4.95 = 5) • Order Processing will enter 0.

14. Payment Information Do not enter payment information during the activation process. You will have an opportunity to add credit/debit card information once activation is complete. Entering the Customer's credit/debit card information at this point may result in duplicate charges.

15. Change the Default Service Plan During the initial activation process, the Customer is assigned to a Default Service Plan (DEFLT). The ‘DEFLT’ in the Service Plan field indicates that the account is active in the CCUI; however, the Customer cannot use their device until you change the default plan to the Service Plan the Customer selected.

16. Change the Default Service Plan, continued Only the plans that are availablein the Customer’s market will display.

17. Select Features Only those features that apply to the selected service plan will display. Important! Before you save the plan, confirm the selected features with the Customer. Once you hit the “Save Plan” button, you trigger the billing cycle (MRC). Any features added after the price plan is saved will not take effect until the next bill cycle date. Order Processing: Once you hit Save Plan, the Agent must process an Activation Payment in the Datascape System in order to activate the service plan and features. You will end the call at this point.

18. Replenishment Options Once the account is active, you should discuss replenishment options with the Customer to ensure uninterrupted service moving forward. The CARES replenishment process does not change. Instant Refill (Personalized Accounts only) CCUI Customer credit/debit card information is stored in the CCUI. Customers may use this option to do the following: One Time Payment (Personalized or Anonymous) Datascape Customer makes payments at a retail location. • Pay for MRC (Monthly Recurring Charge) • Add money to their balance using the IVR/#ADD (#233) if they need additional minutes or SMS funds. • Use for Low Balance Refills (LBR) Payments can be cash or credit/debit. Bank drafts and Western Union are no longer available payment options. If you currently take checks using TeleCheck, you will continue to do so.

19. Replenishment Procedures: Instant Refill Instant Refill (Personalized Accounts only) • Watch a demonstration of Instant Refill being setup on Charles’ Account. • As you watch the demo, notice that the all information is entered into the CCUI: • Credit/Debit Card Information • Automatic Balance Replenishment Amount • Fund Source Take me to the demo!

20. Enter Credit/Debit Card Information in CCUI Once the Customer’s account is active, and the Customer is on the correct service plan, you may add the Customer’s credit/debit card information. The mailing address and credit/debit card billing address do not need to be the same; however the credit/debit card billing address provided must match the address on file with the credit/debit card company. Enter the CVV/security card number (card verification value code). The CVV number will not be stored in the CCUI. It is used for first-time authorization only. Be sure to enter a valid credit/debit card billing address. The zip code will be used along with other values to authorize the credit/debit card.

21. Select Instant Refill Amount To pay for any services beyond the monthly service and features, the Customer will need to make an additional payment, either at a store or using #ADD(#233) as shown below. The dollar amount entered in this field is the dollar amount that will be automatically added to the account balance when the Customer uses the new automated system to replenish by dialing #ADD (#233). This is also the Low Balance Recharge (LBR) amount if the Customer has this feature on their account. This must be a whole dollar amount.

22. Fund Source for Instant Refill • The Fund Source indicates how the Customer wants their MRC to be paid: • Automatically from a credit card on file (Credit Card) • Manually by dialing #ADD (#233) or by visiting a retail location (Debit from Account Balance). • Credit Card as the Fund Source indicates that the Customer’s MRC will always be paid directly from the Credit Card, no matter what funds are in the Customer’s account balance. • Debit from Account Balance as the Fund Source means that the Customer’s MRC will always be paid with funds from the account balance, even if there is a credit/debit card on file. • If a Customer has a credit/debit card set up on their account, they can add funds using #ADD (#233) or by using Low Balance Recharge (if the Customer is on a qualifying plan) regardless of the Fund Source setting. Note: If the Customer's fund source is set to Credit Card, funds added through #ADD (#233) or LBR will never be used to pay the MRC, since the MRC is paid directly by credit/debit card regardless of the account balance.

23. Low Balance Replenishments The LBR option will display as a Feature for qualifying plans if a credit/debit card has been saved on the account. The LBR feature will not display (even on qualifying plans) if there is no credit/debit card saved on the account. If a customer has a credit card set up on their account, LBR is listed. Feature Options is the threshold (if the Customer's balance hits that amount, the replenishment will be triggered), not the amount to replenish. The amount that will be replenished is set in the Amount field on the Credit Card set up screen. If a customer does not have a credit card set up on their account, LBR will not be listed in the features list

24. Replenishment Procedures: One Time Payment One Time Payment (Personalized or Anonymous) Watch a demonstration of a one time payment being processed for Charles’ account. The demo will begin where we left off in the activation process. Charles is going to replenish his account with a cash payment of $100. As you watch the demo, notice that all the payment information is entered into Datascape. Take me to the demo!

25. Fund Source: One Time Payments Debit from Account Balance is the default after activation. As long as the Customer does not have a credit/debit card on file, this is the only option that will appear. If the Customer has a credit/debit card on file, but chooses to pay cash to add money to their balance, you do not have to change the fund source. Remember, the fund source only indicates where the MRC charges are pulled from.

26. One Time Payments in Datascape As mentioned previously, DataCard terminals are being replaced by the Datascape system. With the Datascape system, replenishments can be completed using any store PC registered with the vendor. You will continue to process payments in CARES the same way. You will access Datascape with your current VeriSign credentials. If you do not currently have access to VeriSign, you will receive an e-mail with your username and password from I.S. Support.

27. Retail Invoice Number You will enter the CARES receipt number in Datascape when processing the payment in the new system. Enter the CARES receipt number in the Retail Invoice # field. This is a required field.

28. Self Service Using the IVR • The IVR will still be used to provide account balance information and to initiate balance replenishment using the following short codes: • #BAL (#225) provides current monetary balance. • #ADD (#233) allows Customer to add money to their account balance using the credit/debit card on file. • Remember, the Customer selected the amount of money that will be added to the balance when they set up their auto-payment options. • Note: #369 no longer applies to Prepaid Customer Accounts. Click here to read the #BAL and #ADD scripts.

29. The table below shows where each type of activity is performed based on the channel. Customer Replenishment Options Summary

30. In this lesson, you learned how to Log in to the CCUI and Datascape Activate a new Customer account Explain replenishment options Set up replenishment options Take a payment Lesson 1 Summary Lesson 1 Summary Remember, to get more detailed information on the processes covered in this lesson, refer to the online support tools available to you. • Prepaid Platform Tool • Links to New How-to-Guides • Job Aids • System Demonstrations • Glossary • Prepaid Migration Website • Available on Cellsite • Up-to-date migration information • Answers to frequently asked questions

31. Lesson 2: Supporting Existing Customers Lesson 2 • Overview • After a Customer’s Prepaid account has been set up, you need to know how to support ongoing Customer needs. • Objectives • Upon completion of this lesson, you will be able to: • Search for an account • Provide account balances • Update payment information • Update Customer information • Update Service Plans and Features • Change the MRC Anniversary Date (Bill Cycle Date) • Add Notes Take me to the demo! Remember to look for the icon!

32. Search for an Account • New and improved search capabilities • Search for all Prepaid accounts regardless of the market. • Partial search options using the first few letters of the Customer’s last name. • Search from any screen. TheAccount Number field requires a CCUI Account Number and will not be used by USCC. Update address, name, phone number, or email (according to USCC Policy) on the Account Details tab. You will continue to make the changes in CARES as well.

33. Account Summary The CCUI provides dollar amount balances as well as remaining airtime and text (SMS) message balances. These balances are referred to as “buckets” in the CCUI. Balance = Dollar amount remaining in the account. The CCUI does not show negative balances. If a Customer owes money on their account, you will see 0 in the balance field. Bucket Balances = Available talk time and SMS messages in the Customer account. Click the link to view the Bucket Summary screen. Unlimited Text Message Plans will display the bucket balance as 99999999. (And will decrease as messages are used.) Unlimited Minute Plans will display as 0.

34. Provide Account Usage The type of minutes (peak/off-peak) billed for the entire call are determined at the start of the call. If a call is initiated during the peak time of 6:58 pm and ends at an off-peak time of 7:20pm, the entire call will be rated as a peak call. The opposite is also true.

35. Bucket Usage Detail The Usage Detail screen includes outgoing and incoming calls. The sorting function does not allow you to sort by incoming or outgoing calls, so you will need to review full call history to locate a call in question. We will no longer provide copies of the Call Detail screen to Customers. Enter call parameters and click on the Retrieve button, or click on an individual transaction to view Call Details.

36. Update a Credit Card You can update credit card information at any time. The CCUI will authorize the credit/debit card every time it is updated and keep track of the successes or failures. You can view the change authorization history as well as charge transactions by accessing the links within the Payment Information section on the Account Details tab.

37. Service Plan and Feature Changes If the Customer has chosen to pay their MRC manually (Debit from Account Balance) the balance amount on the account needs to cover the cost of any Price Plan and/or Features changes that you make. Service Plan and Features amount - Current Balance If amount is less than the balance, add money to the account. If amount is greater than the balance, balance is sufficient.

38. Change Service Plan, Features and MRC Process Start at the Services and Charges tab when you change the service plan and/or features. Click on each button below to access the screens you will use. Click on each circled button to view the corresponding screens. You will use these screens when you change Service Plans, Features and the MRC Anniversary Date. 3 2 1

39. Change MRC Anniversary Day •  Change the MRC Anniversary Day: Check this Action if: • The Customer wants to change their current bill cycle date. • The Customer requests that new Price Plan/Features start immediately. • If you do not check this box, the new features will not be available until the next MRC Anniversary Date (bill cycle date); however the new plan's overage rates will take effect immediately.    Trigger the MRC Process Immediately: Checking this option will ensure that Price Plan and Feature changes start immediately. Checking either or both of these options means that the Customer will lose any minute balances remaining on the original plan. Pro ration is no longer available. Tracker Flex or Pay as You Go (PAYG) Customer Accounts ALWAYS change the bill cycle date when these Customers switch to an MRC plan mid-cycle (New Process). If you do not change the bill cycle date, the Customer will pay per minute overages for every call until their next bill cycle date.

40. Notes and Alerts You can now view critical and recent notes from any page in the CCUI - no need to switch screens. You have one-click access to the complete Notes page. Like CARES, you must select a Note Type when you add a note in the CCUI. Only one critical note can be associated with an account. A Critical Note is similar to a Special Instructions in CARES. These notes should be reserved to alert associates of key messages regarding this account. For example, Authorized Users, lost phone, etc. This field does not apply to USCC Prepaid Accounts. Do not use special characters when creating notes or comments. You may use letters, numbers, periods. and commas.

41. In this lesson, you learned how to Search for an Account Provide Account Balances Update payment information Update Customer Credit/Debit Card information Update Service Plans and Features Change the Bill Cycle Date (MRC Anniversary Date) Add Notes Lesson 2 Summary Lesson 2 Summary Remember, To get more detailed information on the processes covered in this lesson, refer to the online support tools available to you. • Prepaid Platform Tool • Links to New How-to-Guides • Job Aids • System Demonstrations • Glossary • Prepaid Migration Website • Available on Cellsite • Up-to-date migration information • Answers to frequently asked questions

42. Manage Payments Lesson 3 Overview In this lesson, you will learn when and how to adjust or void payments. You will also see how to track payments made at your location and reconcile payments you have received. • Objectives • In this lesson, you will learn how to: • Void payments • Make adjustments • Reconcile balances • Generate Activity Reports

43. Void or Adjustment? When do I do a Void? When do I do an Adjustment? Adjustments are done to credit or debit Customer accounts for one of the following reasons: Voids are completed when a payment error has occurred due to Associate error. For example: • Wrong amount replenished • Wrong account replenished • Disputed Roaming • Goodwill Adjustment Minutes • Goodwill Adjustment Money • Replenishment Reversal* • System/Human Billing Error Voids are done in Datascape. Refer to the Prepaid Wireless Adjustments and Reversals Policy for more information. *Replenishment Reversals are new. The Reversal function in VeriSign is handled as an Adjustment in the CCUI. Adjustments will be documented using a new adjustment code. Adjustments are done in the CCUI.

44. Void Requirements • The reason for the void must be an Associate error. Examples include Associate entered the wrong amount, or applied payment to the wrong account. • 2. Voids must be made on the same day at the same store as the original transaction. • To be considered “same day", the void must take place prior to midnight Eastern Standard Time, regardless of the store’s time zone. • 3. The account must have sufficient balance to cover the void. • If the void amount is greater than the balance, the void will fail. If the void fails for this reason, it will have to be handled as a CCUI adjustment. • 4. Customers are required to have the Datascape receipt available. • Voids cannot be done if these 4 requirements are not met. • Adjustments may be made to correct the Customer account based on policy guidelines. A new replenishment policy is being implemented with the Prepaid platform migration - All replenishments are final. Click here to see a demo!

45. Datascape Void Procedure All voids are processed in Datascape. The steps and screen to void a payment are very similar to the replenishment process, as you can see in the Void Sale screen below. The Control # and Retail Invoice # fields are required fields. You will find this information on the Datascape receipt.

46. There are no more fund buckets for airtime minutes. Adjustment limits are not changing. All minutes added as an adjustment will remain available until account cancellation. Adjustment Codes Adjustment codes are similar to those used in CARES. They are used to distinguish one type of adjustment from another, rather than adding adjustments into different buckets. • Adjustment Codes • Disputed Roaming • Goodwill Adjustment Minutes • Goodwill Adjustment Money • Replenishment Reversal (There should always be a corresponding credit.) • System/Human Billing Error • These codes streamline the adjustment process: • Fewer notes on the reason for the adjustment. • Easy to identify the adjustment reason in the account history. • Better reporting results. Note: Any attempt to debit an account for an amount greater than the account balance will fail. Click here to see a demo!

47. End of Day Reconciliations • The Datascape Totals Report is run nightly to balance Prepaid account transactions to CARES transactions. To reconcile: • Print CARES replenishment totals • Run Datascape Totals report (below) • Compare totals. Compare Total Net Sales to CARES. If the totals do not match, generate an activity report.

48. This report is very helpful when the Total Net Prepay in Datascape does not match the total replenishments in CARES. For more information about Activity Reports and reconciling balances, refer to the Prepaid Migration Tool. Activity Report To view a report of daily Prepaid Customer Account transactions, select the Activity Report link in Datascape.

49. In this lesson, you learned how to Make adjustments Void payments Reconcile accounts Generate Activity Reports Lesson 3 Summary Lesson 3 Summary Remember, to get more detailed information on the processes covered in this lesson, refer to the online support tools available to you. • Prepaid Platform Tool • Links to New How-to-Guides • Job Aids • System Demonstrations • Glossary • Prepaid Migration Website • Available on Cellsite • Up-to-date migration information • Answers to frequently asked questions

50. Account Status and Deactivation Lesson 4 Overview Prepaid Customer Account statuses are different in the CCUI than they were in PPIN. However, the Grace Period and other rules around inactive accounts will not be affected. • Objectives • In this lesson, you will learn how to: • View account status • View device status • Deactivate/reactivate suspended accounts