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Welcome to Telgoo5 Support

MDN (Phone Number) Change- CSR Guide

MDN Change

  1. Locate the Customer: In the Telgoo5 CSR module, search for and select the customer account you are modifying.

  2. Access Modification Options: Within the customer's account dashboard, look for the Modify(PC401) located in the customer header.

    • Then in the side menu go to Edit Device Info (PC346).
  3. Initiate MDN Change: Scroll down to Change Mobile number (PC90).
  4. Complete the Form:
    • Old MDN: Confirm the number currently associated with the account. (this will be auto-populated)
    • Zipcode: Enter the customer's zip code. This is mandatory for the system to assign a new number within the correct area code and local exchange.
    • Type of Change: Select the appropriate method from the dropdown menu (e.g., Electronic vs. Non-electronic).
      1. An electronic change is an API-driven, real-time action performed between Telgoo5 and your underlying carrier's network. 
      2. A non-electronic change is an internal database update that happens solely within the Telgoo5 platform. 

  1. Finalize: Click the Submit button to process the change. Make sure to select the submit directly under Change Mobile Number.

What Happens After Submission?

Once you click Submit, the following actions occur within the Telgoo5 platform:

  • Carrier Provisioning: If you selected an Electronic change, the system automatically transmits a request to the carrier's network via API. This triggers the release of the "Old MDN" and the provisioning/assignment of a new MDN to the customer's device.
  • System Synchronization: The customer’s account profile is updated in real-time. All future billing calculations, usage reports, and account communications will be automatically mapped to the new MDN.
  • Audit Logging: Every MDN change is recorded in the system's internal logs (associated with PC146/History Change Report). This creates a permanent, searchable audit trail detailing exactly when the change occurred, the type of change, and the user who processed it.

Pro-Tip: Always verify the "Zipcode" entry carefully, as an incorrect zip code can lead to the system assigning a new phone number in the wrong geographic region, which could cause issues for the customer’s service or roaming capabilities.