Swap Equipment

This lets you associate a Mobile Directory Number (MDN) to a different Serial Number (ESN) to exchange a handset or a SIM card.

Note

The service must be wireless-based and active.

To perform an equipment swap:

1. On the Order Details form, click the Modify Service icon, and then select Swap Equipment from the Action drop down menu.

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   This displays a dialog for finding and selecting the service whose MDN you are moving to a new device. If the account has one or more services eligible to be swapped, they’ll be listed in the Available Services pane. If the list is long, you can use the Service Number and/or Description fields to apply a filter. Click SEARCH after entering the filter value(s).

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2. Select the service whose MDN you want to move from the list of available Services. This displays the initial Swap Equipment dialog. Swap Reason is a required field.

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3. After selecting a Swap Reason and entering any other information that may be pertinent, click Details and select Equipment Information (or click ADD TO ORDER).

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   Either action displays the dialog for completing the swap.

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4. Select the Technology or Handset Type for the new device. This selection determines whether you need to select a SIM Card ID or Handset ID or both:

   • Handset = CDMA

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   • Technology Type = GSM

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   • Technology Type = Dual Mode

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   • Handset = Reserved (No Equipment, not applicable for wireless services)

5. The SIM Card ID and Handset ID let you search Previously Assigned Equipment on the account or Equipment from the Account Transaction History.

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Support for eSIM Technology

Whether you initiate the swap from Customer Care or Orders, the Equipment Information views have fields for configuring a device with an eSIM. The Handset drop down drives the EID field behavior as described below.

• If device Supported SIM Class = eSIM Only the EID field is required.

• If device Supported SIM Class = eSIM or SIM Card you must choose to assign an eSIM or a SIM Card.

  • EID is required if using an eSIM. It’s optional if using a SIM Card.

• For Customer-provided equipment (CPE), the user-entered EID must be 32 digits in length and not already exist in Device Management.

• If the entered equipment MEID/IMEI is found and already a record in the Device table, it will auto-populate the EID with the value from the table, if available.

  • If the EID value is auto-populated, then it cannot be modified

• The entered eSIM value must be either:

  • a temporary value that will be updated later in the process (e.g. XXXXXXXXXX) or,

  • a valid eSIM number (where the eSIM value already exists in SIM Management by having been pre-loaded and is then either entered by the user or auto-assigned by the solution)

• Providers that pre-load eSIMS can easily select and assign an available eSIM. Some setup is required. The functionality is toggled off by default (for providers that do not pre-load eSIMs) and can be toggled on as needed via a new Display Get Available eSIM setting in the Display section in MANAGE > Settings. When this functionality is enabled and the selected handset on the service details Equipment Information view supports eSIMs, the SIM ID field will have an associated Get an available eSIM link. Clicking the link will automatically populate the SIM ID field with the next available eSIM.

  Note

  If after populating the SIM ID field with an eSIM and you change the handset to one that does not support eSIMs, the field will still be populated with the eSIM and must be cleared manually.

  

Swapping Equipment Between Services on the Same Account

These functions are available via the Equipment Information dialog (Details > Equipment Information):

• Swap Equipment to Previous Equipment on a Service

  • Click the search icon for SIM Card ID* or Handset ID* .

    

    This displays either the Choose SIM Card or Choose Handset dialog depending on which field you chose to search.

    Note

    This dialog was previously labeled Choose Equipment.

    In either case, this dialog provides a new option to choose a previously assigned item (SIM card or Handset) from the selected Service.The dialog defaults to having this new option selected.

  • For Choose SIM Card, clicking SEARCH with the new option selected returns all previously assigned SIM Cards in the grid below.

    Note

    SIM Cards associated to a temporary Service Number will NOT be returned.

    

  • For Choose Handset, clicking SEARCH with the new option selected returns all previously assigned handsets in the grid below.

    Note

    Handsets associated to a temporary Service Number will NOT be returned.

    

  • Choose an item (SIM Card or Handset), and then click OK. This returns you to Equipment Information screen.

    Under New Equipment Information, the selected Handset or SIM Card ID is now populated.

    

  • Add to Order. Selecting ADD TO ORDER adds the service to the grid.

  • You can select the service in the grid and View Equipment Information in the right panel to see the New Equipment Information - New Handset ID and associated SIM Card ID.

    Note

    The SIM Card ID is the same ID under the original Equipment Information section below and the New Equipment Information section below because you only swapped the handset.

    

  • Editing and Updating Order - Now that the service and associated handset are in the order, you can edit Equipment Information and update account and service level features.

    

• Exchange Handsets Between Two Services on the same account

  Note

  This functionality must be enabled via Manage > Settings..

  Exchange Handsets Between Two Services on the same account

  This lets you exchange equipment between two services on the same account (for example, when two children change their minds and want to trade handsets).

  Note

  The option to exchange handsets between two services on an account requires the Allow Equipment Exchange When Swapping Equipment setting to be enabled via Manage > Settings.

  Caution

  DO NOT enable the Exchange Equipment functionality without fully understanding the ramifications of exchanging equipment at the switch. Please consult with your Account Manager if you have interest in using this new functionality. Provisioning kit changes may be required.

  To use this functionality:

  • In the Equipment Information view you’ll choose to Search on Handset ID.

    Note

    In the Choose Handset dialog choose the option to Exchange Handset with another Service on the Account. This option is only available for handset exchanges (not when you search on SIM Card IDs in the Equipment Information view).

  • Clicking SEARCH with this option selected returns previously assigned services in the grid below.

    • The handset is automatically assigned based upon the chosen service to swap with and will not require you to enter the Handset ID.

    • Only available services are returned. Services with a disconnect date will not be returned.

      

  • You may choose to Include SIM card with handset exchange.

    • This checkbox lets you exchange both the handset and associated SIM card in the same order.

    • Embedded SIM cards are automatically included in the exchange process.

    • This checkbox is grayed out by default. It is only available for selection when you select the Exchange Handset radio button.

  • Select a service and click OK. This returns you to Equipment Information screen.

    

  • Under New Equipment Information, the Handset ID selected from the list of handsets on the account eligible to be exchanged with existing service is now populated

    • The SIM Card ID is populated because the Include SIM card checkbox was checked in the previous screen.

    • Technology Type and Handset ID are grayed out and cannot be edited.

    • Handset ID is grayed out but can be edited using the search icon .

    • SIM Card ID can be edited using the search icon or by manually typing in a SIM Card ID.

      

  • Add to Order. When you select ADD TO ORDER, both services in the exchange of handsets, are added to the grid.

  • You can select each service in the grid and View Equipment Information in the right panel to see the New Equipment Information - New Handset ID and associated SIM Card ID.

    

  • Service 2222226333

    

  • Service 7896320103

    

  • Editing and Updating Order

    • Now that the service and associated handset are in the order, you can edit Equipment Information and update account and service level features on both services.