12 Faq

FAQ Troubleshooting Guide Digi_MSA_FAQ_Troubleshooting.docx Version 0.
09
Project Name: DiGi Mobile Sales Agent

Document Name: FAQ Troubleshooting Guide
Prepared By: Tien Sen Chong
Reviewed By:
Project Sponsor:
Date Prepared:
2015 Accenture. All rights reserved. Accenture, its logo, and 'High Performance. Delivered.' are trademarks of Accenture.
Other trademarks used in these materials are the properties of their respective owners. Confidential Information of
Accenture. For use by Accenture personnel or on Accenture projects.
FAQ Troubleshooting Guide Digi_MSA_FAQ_Troubleshooing.docx Version 0.09
DOCUMENT CONTROL
Amendment History
Date Version Amended Chapter/Section Changed Amendment
by
25/11/2015 0.01 Tien Sen Creation of base FAQ Document created
Chong troubleshooting guide
16/03/2016 0.02 Tien Sen Updated for Phase 1B (New Postpaid,
Chong Pre2Post & Port-In)
28/3/2016 0.03 Tien Sen Updated based on the feedback from
Chong Digi
28/3/2016 0.04 Tien Sen 2.10: Internet Subscription SMS content for IU updated.
Chong (IU) SMS does not apply for QTU.
18/4/2016 0.05 Tien Sen 2.10: Internet Subscription SMS applies for QTU
Chong (IU)
2.1.9: Parse Error New troubleshooting item for parse
error during app update added
10/5/2016 0.06 Tien Sen 2.2 Login & Access of FAQ for user access control module are
Chong functionalities added
2.12: User Access Control
3/8/2016 0.07 Tien Sen 2.12 Change of Offering FAQ for new flows are added
Chong 2.13 Sim Replacement
2.11.15 Email address FAQ for customers email address
update added
2.15 Customer Query & FAQ for new features added
Family Management
2.16 Next Best Offer (NBO) FAQ for CMS Integration added
8/9/2016 0.08 Tien Sen 2.9 Prepaid Reload & Bill FAQ for Bill Payment added
Chong Payment
2.17 Transfer of Ownership FAQ for the Transfer of Ownership
added
2.18 Termination FAQ for the Termination added
27/12/2016 0.09 Tien Sen 2.2 Login & Access of FAQ for obsolete SSL certificate &
Chong Functionalities rooted device added
Modified: 27/12/2016 16:05 2 Last modified by: User

2015 Accenture. All rights reserved.
Confidential Information of Accenture. For use by
Accenture personnel or on Accenture projects.
Mobile Sales Agent (MSA)
FAQ Troubleshooting Guide
Table of Contents
1 Overview ...............................................................................................................................................................6
2 FAQ Troubleshooting Guide ..................................................................................................................................7
2.1 Installation & General error .......................................................................................................................................... 7
2.1.1 What information do I need to collect from the Agent for troubleshooting? ................................................... 7
2.1.2 Where I can download the application .............................................................................................................. 7
2.1.3 Whats the minimum & recommended hardware specification to run MSA app? ........................................... 7
2.1.4 How do I check the version number as well as the build variant (production release or test) of MSA app on
my device? ..................................................................................................................................................................... 8
2.1.5 Why do I get incompatible error when trying to install MSA app on my Android device? ............................... 8
2.1.6 I have problem installing the downloaded APK in my device. ........................................................................... 9
2.1.7 Why do I encounter socket timeout error? ..................................................................................................... 10
2.1.8 Why do I encounter message to update the MSA app? .................................................................................. 11
2.1.9 What do I encounter Parse error updating MSA app? ..................................................................................... 12
2.2 Login & Access of functionalities ................................................................................................................................. 12
2.2.1 What login credential should I use to login to MSA? ....................................................................................... 12
2.2.2 Why do I get Authentication Error when logging in? ....................................................................................... 13
2.2.3 Why do I encounter error when logging in the MSA? ..................................................................................... 13
2.2.4 Why do I see different buttons on the landing page on other dealers mobile device?.................................. 14
2.2.5 I forgot my login credential. What do I do? ..................................................................................................... 14
2.2.6 Why do I encounter MSA access for dealer group has been disabled error when login? ............................... 15
2.2.7 Why do I encounter my MSA access has been disabled error when login? .................................................... 16
2.2.8 Why do I encounter SSLHandshakeException error when login? .................................................................... 17
2.2.9 Why do I encounter MSA not supported on jailbroken/rooted device error when login? .............................. 18
2.3 MyKad reader .............................................................................................................................................................. 19
2.3.1 Why do I get reader failed error message when plugging in MyKad reader?.................................................. 19
2.3.2 Why not all MyKad reader are supported? ...................................................................................................... 19
2.3.3 Why doesnt the MyKad reading process started automatically when the reader is plugged-in after the
registration flow is started? ........................................................................................................................................ 19
2.3.4 MyKad reader is not working and I cant see the ID button on the top right corner ...................................... 20
2.3.5 Why do I see the following message when plugging in MyKad reader? .......................................................... 20
2.4 Passport & MyKad OCR ............................................................................................................................................... 20
2.4.1 Why cant I detect the work permit & armed forces ID using the OCR feature? ............................................. 20
2.4.2 Why cant I scan the passport or MyKad using OCR? ...................................................................................... 21
2.4.3 I cant see the OCR button on the top right corner ......................................................................................... 21
2.5 Barcode Scanning ........................................................................................................................................................ 22
2.5.1 Why cant I scan the barcode on the starter pack? ......................................................................................... 22
2.6 Customer Registration ................................................................................................................................................. 22
2.6.1 Why cant I register customer with Malaysian passport? ................................................................................ 22
2.6.2 The customer details on the order summary is incorrect. Can I update the customer details on MSA? ........ 22
2.7 Prepaid Starter Pack Registration ................................................................................................................................ 23
2.7.1 I scanned an incorrect starter pack barcode. How do I remove that? ............................................................. 23
2.7.2 The + button is missing on the MSISDN Details card ....................................................................................... 23
2.7.3 Why do I encounter Selected MSISDN is not available error when adding MSISDN of starter pack? .......... 24
2.7.4 Why do I encounter The MSISDN is already added in the order when I scan a prepaid starter pack? ........ 25
2.8 Transaction Tracking ................................................................................................................................................... 26
2.8.1 How do I change the search filtering? ............................................................................................................. 26
2.8.2 Why is not any transaction displayed in the Track Transaction screen? ......................................................... 27
2.9 Prepaid Reload & Bill Payment using CPP ................................................................................................................... 28
2.9.1 How do I perform prepaid reload for new prepaid registration? .................................................................... 28
2.9.2 Can I perform prepaid reload for multiple MSISDN? ....................................................................................... 29
2.9.3 How do I perform prepaid reload for existing prepaid line? ........................................................................... 29
2.9.4 Can I perform prepaid reload of any amount I wish? ...................................................................................... 30
2.9.5 Why do I need to enter CPP staff code & password to perform Prepaid Reload? .......................................... 31
2.9.6 Why do I encounter the following Invalid Credential or Insufficient Privileges error message when
performing Bill Payment via MSA? .............................................................................................................................. 32
2.9.7 The amount to pay is populated. How do I change the amount to pay? ......................................................... 33
2.10 Internet Subscription (IU) & Internet Top-up (QTU) ................................................................................................... 34
2.10.1 Customer receives SMS after IU/QTU order is submitted. What should the customer do? ........................... 34
2.10.2 I have submitted IU/QTU order on behalf of my customer. How do I know whether the customer has replied
to the SMS or not. ....................................................................................................................................................... 34
2.10.3 What would happen if the customer reply to the SMS after the 1 hour window? ......................................... 34
2.10.4 Can I submit the IU/QTU transaction again if the customer does not receive the confirmation SMS? .......... 35
2.11 New Postpaid, Pre-to-Post & Port-In Registration ...................................................................................................... 35
2.11.1 Why do I get the Pending Review dialog after entering customer ID? ............................................................ 35
2.11.2 I do not see the MSISDN my customer wants displayed. What do I do? ......................................................... 36
2.11.3 Customer is blacklisted. What do I do? ............................................................................................................ 37
2.11.4 What does the SCAN button in the Auto Billing do? ........................................................................................ 38
2.11.5 Why is there a signature required when I check on This is a third party card checkbox? ............................ 39
2.11.6 The list of contract drop down is too long to select from. What do I do? ....................................................... 40
2.11.7 Customer would like to register second postpaid line in the same order. How do I do that? ........................ 41
2.11.8 Customer has second thought and would like to remove one of the line added into Order Summary. What
do I do? ........................................................................................................................................................................ 42
2.11.9 I dont see the option the print RA form so that I can get my customer to sign on the hardcopy of the RA
form. 43
2.11.10 I need a hardcopy of the RA form for my customer. What do I do?....................................................... 44
2.11.11 Do I still need to upload the ID document copy & signed RA form after the registration in MCP? ....... 44
2.11.12 Why do I encounter ownership check fail error for Pre-to-Post? ........................................................... 45
2.11.13 Why do I encounter MSISDN entered is not a valid prepaid number for Pre-to-Post? .......................... 46
2.11.14 Why do I encounter donor network does not matched error for Port-In? ............................................ 47
2.11.15 The customer email address is auto populated in the order confirmation page. How do I change it? . 48
2.12 Change of Offering ...................................................................................................................................................... 48
2.12.1 Does the COO in MSA support Corporate Individual? ..................................................................................... 48
2.13 Sim Replacement ......................................................................................................................................................... 49
2.13.1 Why are there Authorization Letter and Proxy ID cards displayed for BRN? .................................................. 49
2.13.2 Why is there different fee for Sim Replacement?............................................................................................ 49
2.14 User Access Control ..................................................................................................................................................... 49
2.14.1 Why couldnt I see the Access Control module in MSA? ................................................................................. 49

2.14.2 I am a dealer owner but I have forgotten my login ID which is assigned with the dealer owner role. Who can
I contact to obtain the login ID? .................................................................................................................................. 49
2.14.3 I am dealer group owner who has never access Access Control module in MSA. Why agent under my dealer
group can login to MSA? ............................................................................................................................................. 49
2.14.4 I have disabled the MSA access for my dealer group. Why agent under my dealer group can continue to
perform transaction?................................................................................................................................................... 50
2.14.5 I have disabled the Prepaid Reload access for some of my staffs. Why the changes are not reflected
immediately and the staff can continue to perform Prepaid Reload transactions via MSA? ..................................... 50
2.14.6 I have enabled the Prepaid Reload access for some of my staffs. Why my staffs are still prompted with CPP
staff code & password while performing Prepaid Reload via MSA? ........................................................................... 50
2.14.7 Why not all users are being displayed in User Access Control module? ......................................................... 50
2.15 Customer Query & Family Management ..................................................................................................................... 51
2.15.1 Why do I need to enter both customer ID & MSISDN if I enter manually instead of using MyKad reader or
OCR? 51
2.15.2 Why the action button menu available on the MSISDN differ across different login? .................................... 52
2.15.3 Why some of the MSISDN in the Without Family Group section has no action button? ................................ 53
2.15.4 I need to create a new family group instead of adding MSISDN to the existing family group. How do I go
about it? ...................................................................................................................................................................... 54
2.15.5 There are no RA forms generated for family management transaction. What is wrong? ............................... 54
2.16 Next Best Offer (NBO) ................................................................................................................................................. 54
2.16.1 Why are there NBOs for some MSISDNs but not for other? ............................................................................ 54
2.16.2 I have selected NBO, but I dont see gift icon in any of the offering?.............................................................. 55
2.17 Transfer of Ownership (TOO) ...................................................................................................................................... 55
2.17.1 Why do I encounter Change Account Owner dialog when performing TOO? .............................................. 55
2.17.2 What is the Transferor is deceased checkbox on the Transferor Validation page for? ................................ 56
2.17.3 Why is there an option to capture the company authorization letter in TOO? ............................................... 57
2.18 Termination ................................................................................................................................................................. 58
2.18.1 Why are there overdue balance, outstanding balance & contract information displayed when I perform
termination? ................................................................................................................................................................ 58
2.18.2 Why is there a Credit Card (Auto Billing) under Select bill settlement option in Termination? ...................... 59

1 OVERVIEW
This documents contains the troubleshooting guide to the commonly encountered errors & problems in Digis
Mobile Sales Agent app.

2 FAQ TROUBLESHOOTING GUIDE
2.1 Installation & General error
2.1.1 What information do I need to collect from the Agent for troubleshooting?
Collect the following information from the agent:
Android version (Information accessible in Settings > About Device > Android version
Device manufacturer & model
Screenshots of the error encountered (if any)
Detailed steps/conditions to reproduce the error (if any)
Customer ID & MSISDN for Starter Pack Registration related error
Customer ID, MSISDN, Primary offering, SIM Serial, IMEI for New Postpaid & Pre-to-Post Registration
related error
Donor network, Customer ID, Primary offering for Post-In Registration related error
2.1.2 Where I can download the application

For open channel dealers, the APK file can be downloaded via Comms Portal through the url below:
https://digicomms.digi.com.my/comms/resources/msa-latest.apk
For Digi retail, they can refer to the head of store for the the URL or QR Code to download the APK file.
2.1.3 Whats the minimum & recommended hardware specification to run MSA app?
Requirement Minimum Specification Recommended Specification
OS Android 4.1 or above
CPU 1GHz processor 1.5GHz processor or above
RAM 512MB Ram 1GB Ram or above
Storage 512MB 1GB or above
Camera 3 megapixels (with auto-focus)
USB 3rd party OTG support

2.1.4 How do I check the version number as well as the build variant (production release or test) of
MSA app on my device?
User can tap on the Digi logo on the login page multiple times to display the APK build version & variant.
2.1.5 Why do I get incompatible error when trying to install MSA app on my Android device?
This could be due to incompatible Android version of the mobile device. MSA app requires minimum Android
version v4.1. Upgrade to Android v4.1 and try to install MSA app again.

2.1.6 I have problem installing the downloaded APK in my device.
By default, Android prevents the installation of app from unknown sources. To overcome this, user can enable
the installation of APK from unknown sources by going to Setting > Security and enable the Unknown sources
option.

2.1.7 Why do I encounter socket timeout error?
Socket timeout error displayed when response from server took longer than expected time. Typically, this is due
to poor or instable Internet connection on the device. Click on the dismiss button, check weather your device is
connected to internet or not and try again.

2.1.8 Why do I encounter message to update the MSA app?
The MSA app will be updated periodically to include new features as well as bug fixes. Dealers are
recommended to always keep the MSA app updated. Tap on the download button to download the MSA APK
file. Upon download completion, tap on the downloaded APK file to start the installation.

2.1.9 What do I encounter Parse error updating MSA app?
There are a couple of reasons why Parse error will display when updating MSA app. Try the following to resolve
the issue:
Allow installation of apps from unknown sources is not enabled
o Go to Device Settings
o Select Security
o Check Unknown sources to enable the app installation from sources other than the Play store
Downloaded APK is not complete or corrupted
o Delete the APK from the file explorer app
o Re-download the APK again
The APK is not compatible with the Android version
o MSA requires Android 4.1 or above. Try to update the device to at least Android 4.1 before
installing MSA app
2.2 Login & Access of functionalities
2.2.1 What login credential should I use to login to MSA?

Dealer can login to MSA app using their existing MCP login credential.

2.2.2 Why do I get Authentication Error when logging in?
This is due to invalid dealer code & password. Please make sure that user is logging in to MSA app using correct
dealer code & password.
2.2.3 Why do I encounter error when logging in the MSA?

This is due to the user account which the dealer keyed in has been barred/deactivated/suspended. Please
contact MCP support to activate the user account.
2.2.4 Why do I see different buttons on the landing page on other dealers mobile device?
Dealer has its own functional role mapping which decides what features that the dealer can access.
2.2.5 I forgot my login credential. What do I do?
Dealer can tap on the forgot password link on the login screen of MSA app. Dealer enters the user ID to reset the
password. New password will be sent to the email address configured in MCP.

2.2.6 Why do I encounter MSA access for dealer group has been disabled error when login?
The error message is displayed when the MSA access for the agents dealer group has been disabled. To access
MSA, please contact dealer group owner to enable the MSA access for the dealer group.

2.2.7 Why do I encounter my MSA access has been disabled error when login?
The error message is displayed when the agents MSA access has been disabled. To access MSA, please contact
dealer group owner to enable the MSA access for the agent.

2.2.8 Why do I encounter SSLHandshakeException error when login?
The error message is displayed due to the invalid/obsolete SSL certificate in the MSA app. For security reason,
the server performs checking on the certificate resides in the MSA app against the one stored on the server. This
error is mostly likely due to the outdated APK which contains obsolete SSL certificate. To overcome this error,
download & install the latest APK from Comm Portal.

2.2.9 Why do I encounter MSA not supported on jailbroken/rooted device error when login?
For security reason, the MSA app is restricted from running on rooted device. To understand better on which
criteria the target device fails on the rooted device check, user can download the MSA device compliance check
app from the following:
https://mcp.digi.com.my:8080/content/tutorial/13.MSA%20Device%20Compliance%20Check.apk
Device supported by MSA will have the following on the MSA device compliance check app:
Depends on the device, there are some steps that the user can take:
Delete Busybox application or Superuser.apk if installed or downloaded
Restore superuser access on the device

2.3 MyKad reader
2.3.1 Why do I get reader failed error message when plugging in MyKad reader?
The error message is displayed when the application fails to read the MyKad details from the reader. Please
make sure that the dealer is inserting valid MyKad correctly into the reader (i.e. the chip on the MyKad should
touches the metal contact on the reader). Enter the customer details manually if it still fails after MyKad is
inserted into the reader correctly, and the reader is plugging-in to the mobile device correctly. The error could
also be due to faulty chip on the MyKad.
2.3.2 Why not all MyKad reader are supported?

Currently MSA support following mykad reader
1. Manufacturer: ACS
Model: ACR38
Connection Type: Micro USB
2.3.3 Why doesnt the MyKad reading process started automatically when the reader is plugged-in
after the registration flow is started?
Some mobile device might not returning reader event consistently & correctly. In case this situation occurs, tap
on the ID icon on the top right corner to initiate the MyKad reading process.
2.3.4 MyKad reader is not working and I cant see the ID button on the top right corner
MyKad reader feature can be activated or deactivated on MSA server. The ID button will be hidden if the MyKad
reader feature is deactivated.
2.3.5 Why do I see the following message when plugging in MyKad reader?
This is a security feature of Android to confirm with user whether to allow the usage of connected USB device or
not. In order to use the MyKad reader, dealer must tap on the OK button to allow MSA app to use the USB
MyKad reader. Dealer should also check Use by default for this USB device so that the same message dialog is
not displayed again.
2.4 Passport & MyKad OCR
2.4.1 Why cant I detect the work permit & armed forces ID using the OCR feature?
The OCR supports only passport & MyKad. Please manually enter the customer details for customer using work
permit or armed forces ID.

2.4.2 Why cant I scan the passport or MyKad using OCR?

Successful scanning of the passport or MyKad using OCR depends on a lot of different factors.
Visibility/readability of the physical document, lighting, specification of the camera of the mobile device and
angle are just some of the factors deciding the accuracy of the OCR. Some tips to ensure high accuracy of OCR:
Make sure that the passport or MyKad is clean & free from dirt
Scan the document in an environment with sufficient lighting. Use the Light button to activate the
flash on the device to boast the lighting
Rotate the mobile device to scan the document in landscape mode so that the OCR engine can focus on
the document
OCR MyKad might not work on some of the device because of the camera configuration/auto focus
feature. User will get notified by MSA app with an error message. You can procced with a manual input
by clicking Manual Input button.
2.4.3 I cant see the OCR button on the top right corner
The OCR feature can be activated or deactivated on MSA server. The OCR button will be hidden if the OCR
feature is deactivated.

2.5 Barcode Scanning
2.5.1 Why cant I scan the barcode on the starter pack?

Successful scanning of starter pack barcode depends on a lot of different factors. Visibility/readability of the
barcode, lighting, specification of the camera of the mobile device and angle are just some of the factors
deciding the accuracy of the barcode scanning. Some tips to ensure high accuracy of barcode scanning:
Make sure that the barcode is clean & free from dirt
Scan the barcode in an environment with sufficient lighting.
2.6 Customer Registration
2.6.1 Why cant I register customer with Malaysian passport?
Malaysian passport is not accepted. Please register using customers MyKad instead.
2.6.2 The customer details on the order summary is incorrect. Can I update the customer details on
MSA?
No, you cannot update the customer details on MSA.
For Prepaid, Dealer can submit the request via Digi Communication Portal with the relevant supporting
documents to change the subscriber details. For Postpaid, Dealer can advise the customer to walk in to the
nearest Digi Store to update their details.
2.7 Prepaid Starter Pack Registration
2.7.1 I scanned an incorrect starter pack barcode. How do I remove that?

Scanned started pack is added to the MSISDN Card in the Oder Summary page. Tap on the delete button beside
the MSISDN that you would like to remove. A confirmation dialog is displayed for dealer to confirm the removal
of the MSISDN.
2.7.2 The + button is missing on the MSISDN Details card
The + button is hidden when the customer has reached the maximum allowable prepaid lines based on
regulation set out by MCMC.

2.7.3 Why do I encounter Selected MSISDN is not available error when adding MSISDN of starter
pack?
The starter pack may have already been registered, or not a valid starter pack MSISDN. Please ensure that a
valid started pack is used.

2.7.4 Why do I encounter The MSISDN is already added in the order when I scan a prepaid starter
pack?
The error message indicates that same MSISDN has been added to the same order. Please make sure that the
same starter pack is not scanned twice in the same order.

2.8 Transaction Tracking
2.8.1 How do I change the search filtering?
To change the search filtering in track transaction, tap on any of the search criteria on the search panel to
display the Search Filter dialog. Select the relevant tab of the search criteria to be updated (Order ID, ID number,
MSISDN or Transaction Date) to update the respective fields. Tap on the Apply Filter button to update the
result in Track Transaction page.

2.8.2 Why is not any transaction displayed in the Track Transaction screen?
It could be due no transaction performed by the particular agent or agent group in this particular date via MSA.
Only transactions performed via MSA can be tracked via MSA.

2.9 Prepaid Reload & Bill Payment using CPP
2.9.1 How do I perform prepaid reload for new prepaid registration?
Prepaid reload for new prepaid registration can be initiated from the Order Successful page. Tap on the Prepaid
Reload icon on the Order Successful to start the prepaid reload for the newly registered MSISDN. Multiple
prepaid reload is also supported if multiple MSISDN were registered in the same order.

2.9.2 Can I perform prepaid reload for multiple MSISDN?
Yes, prepaid reload for multiple MSISDN is supported only for multiple MSISDN registration. Dealer can decide
which MSISDN & the amount to reload. Total reloaded amount for all the MSISDN is displayed at the bottom of
the screen.
2.9.3 How do I perform prepaid reload for existing prepaid line?

Tap on the Prepaid Reload icon on landing page to start the prepaid reload page. Enter the MSISDN manually to
proceed to select the reload type as well as the reload amount.

2.9.4 Can I perform prepaid reload of any amount I wish?
No. Each reload type has its own set of allowed reload amount. A message is displayed when an invalid reload
amount is entered, and indicate the next allowed reload amount.

2.9.5 Why do I need to enter CPP staff code & password to perform Prepaid Reload?
MSA provides the flexibility to agent to perform prepaid reload functional on any smart device installed with
MSA without the need to insert the physical flexi sim card into the device. (Note: Reload via legacy flexi feature
phone requires the physical flexi sim card to be attached with the phone). Hence, agent is required to enter the
CPP staff code & password to proceed with the prepaid reload transaction for better control and security.
Furthermore, the flexi transactions history are tracked using CPP staff code instead of MSA user login in CPP web
portal.

2.9.6 Why do I encounter the following Invalid Credential or Insufficient Privileges error message
when performing Bill Payment via MSA?
The invalid credential or insufficient privileges error message is displayed when the user entered incorrect CPP
username & password, or the dealer MSISDN/CPP user does not have the appropriate access to perform bill
payment in CPP.

2.9.7 The amount to pay is populated. How do I change the amount to pay?
Outstanding
amount is displayed
by default
Select Pay Any

Amount to enter
Tap to update the amount manually
amount to pay
By default, the outstanding amount is displayed for payment. Agent can tap on the Update Amount to bring
up the dialog to select the option on the amont to pay. Agent can tap on the Pay Any Amount option to enter
manually the amount to pay.

2.10 Internet Subscription (IU) & Internet Top-up (QTU)
2.10.1 Customer receives SMS after IU/QTU order is submitted. What should the customer do?
Customer will receive a SMS similar to the one shown above after the IU/QTU order is submitted. In order for
the transaction to go through, customer must reply YY to the SMS within an hour. Otherwise, the transaction
will be failed.
2.10.2 I have submitted IU/QTU order on behalf of my customer. How do I know whether the
customer has replied to the SMS or not.
IU orders submitted can be tracked in MSA Track Transaction. The status of the transaction will be in Pending
User Confirmation if the transaction is still awaiting the SMS reply from the customer. If the customer is not
able to reply the SMS before the timeout window, the status will become User Confirmation Timeout.
2.10.3 What would happen if the customer reply to the SMS after the 1 hour window?
Nothing will happen. The transaction would have been timeout or rejected. The customer will need to resubmit
the transaction again.

2.10.4 Can I submit the IU/QTU transaction again if the customer does not receive the confirmation
SMS?
Submitting second transaction will most probably failed if the previous transaction is still awaiting reply from the
customer. It is recommended to only resubmit the transaction after the previous transaction has timeout &
become Rejected in status before attempting to resubmit again.
2.11 New Postpaid, Pre-to-Post & Port-In Registration
2.11.1 Why do I get the Pending Review dialog after entering customer ID?
Customers with Pending Review dialog displayed required agents attention on the description displayed on the
screen. Typically, these customers required further action such as taking photo of the release letter before the
agent can proceed with the registration.

2.11.2 I do not see the MSISDN my customer wants displayed. What do I do?
By default, 30 MSISDNs are displayed by default in number selection screen. To search for the MSISDN
requested by the customer, agent can enter the search keyword on the search field and tap on the search icon.
For example, if a customer would like a number with 016 prefix and ended with 88, agent can enter 6016*88
in the search keyword.

2.11.3 Customer is blacklisted. What do I do?
For blacklisted customer, in order for the agent to proceed with the registration, agent must capture photo of
the release letter from the customer. Agent can tap on the camera icon on the right hand side of the
blackedlisted record highlighted in red to bring up the camera view. Agent is not allowed to proceed to next step
without capturing the photo of the release letter.

2.11.4 What does the SCAN button in the Auto Billing do?
The SCAN button allows agent to extract customers credit card number as well as capture photo of the credit
card automatically. The extracted customer credit card number will be displayed in the Card Number field.
Credit card image taken with credit card number masked will be displayed in the Credit Card Image box. The
credit card image will be uploaded onto the server upon registration submission so that Agent does not need to
scan & upload the credit card image in MCP again.

2.11.5 Why is there a signature required when I check on This is a third party card checkbox?
A separate signature from the owner of the third party card is required. Same policy applies to MCP. Instead of
getting the signature from the owner of the third party card in the hardcopy of the RA form, MSA has simplified
the workflow where the owner of the third party card can sign digitally in the signature box, and the signature
will be embedded in the RA form upon the registration completion.

2.11.6 The list of contract drop down is too long to select from. What do I do?
Agent can tap on the search icon on the top right corner of the Contract card. A search field will be displayed on
top of the screen. Agent can key in the search keyword to filter matching items from the contract drop down.
For example, agent can enter Samsung edge black to narrow down the list of matching items for ease of
selection.

2.11.7 Customer would like to register second postpaid line in the same order. How do I do that?
After the first line has been added into the order summary screen, agent has the option to tap on the + icon
located at the bottom right corner of the app to add second line into the same order. Agent can add up to
maximum of 11 lines in a single order.

2.11.8 Customer has second thought and would like to remove one of the line added into Order
Summary. What do I do?
MSA provides the option for the agent to remove subsequent line in Order Summary page. To remove the line
from Order Summary, locate the number to be removed in the Account card. Tap on the X icon beside the
number to be removed to remove the number from the order.

2.11.9 I dont see the option the print RA form so that I can get my customer to sign on the hardcopy
of the RA form.
MSA has improved the workflow around RA form. Agent does not need to print out the RA form to get the
customer signature. Instead, before submitting the order, agent can the customer to sign on the smart device in
the Customer Signature box. The signature will be uploaded onto the server and will be embedded in the RA
form.

2.11.10 I need a hardcopy of the RA form for my customer. What do I do?
Agent is encouraged to send the softcopy of the RA form to the customer via email. Right after the registration
has been completed, Send Email button is available for agent to send the RA form via email if required. Agent
can tap on the Send Email button to enter the email address of the customer. Agent tap on the Send button
to send the RA form to the customer email address. In case the customer requires hardcopy of the RA form,
agent can still utilizing MCP to download & print the RA form as usual.
2.11.11 Do I still need to upload the ID document copy & signed RA form after the registration
in MCP?
No. ID document will be uploaded onto the server as part of the MSA registration flow. Agent does not need to
upload the ID document copy in MCP again. For RA form, once the registration is submitted in MSA, the RA form
will be automatically generated together with the customers signature embedded in the server. Agent does not
need to upload the signed RA form in MCP again.

2.11.12 Why do I encounter ownership check fail error for Pre-to-Post?
Ownership check fail error is displayed when the prepaid number & customer ID entered do not match. In order
to proceed with Pre-to-Post, agent must enter the prepaid number & matching owners ID.

2.11.13 Why do I encounter MSISDN entered is not a valid prepaid number for Pre-to-Post?
The error message is displayed when the prepaid number entered is not a valid Digi prepaid number. To proceed
with Pre-to-Post, agent must enter a valid Digi prepaid number

2.11.14 Why do I encounter donor network does not matched error for Port-In?
Donor network mismatch error message is displayed when donor network selected & the MSISDN entered do
not matched. In order to proceed with Port-In, agent must enter valid MSISDN with correct donor network.

2.11.15 The customer email address is auto populated in the order confirmation page. How do
I change it?
The email address of the customer is auto populated from CRM. To change the email address, agent can tap on
the Update Email Address to edit the email address of the customer. Change of customer email address will
trigger a SMS sent to the customer contact number. The change of customers email address will also be
recorded in CRM as remark.
Notes: There is a defect in CRM that the remark of the email address change is not displayed properly. The
defect is tentatively to be resolved by Oct 2016). In the meanwhile, any request to track the change of
customers email address to be directed to L2 for log retrieval.
2.12 Change of Offering
2.12.1 Does the COO in MSA support Corporate Individual?

Yes, as long as the dealer has the Corporate support product functional role.
If the dealer does not have the support product functional role, agent need to manually tap on the subscriber
type link to select Mass to change the Corporate Individual to Mass.

2.13 Sim Replacement
2.13.1 Why are there Authorization Letter and Proxy ID cards displayed for BRN?
It is a requirement for the agent to capture a copy of the company authorization letter & ID document of the
proxy for Sim Replacement order. In MSA, the Authorization Letter & Proxy ID cards are built into the application
to capture the photo of the Authorization Letter & ID document of proxy. The photos will be uploaded to MCP
along with the order submission. Agent is not required to manually scan & upload the documents.
2.13.2 Why is there different fee for Sim Replacement?

The fee for Sim Replacement may differs depends on the reason of the Sim Replacement. The Sim Replacement
fee is configured in CRM.
2.14 User Access Control
2.14.1 Why couldnt I see the Access Control module in MSA?
The Access Control is only accessible by dealer group owner. Normal user without dealer group functional role is
not able to access the access control module.
2.14.2 I am a dealer owner but I have forgotten my login ID which is assigned with the dealer owner
role. Who can I contact to obtain the login ID?
Typically, a dealer owner ID will be appended with -1 after the Dealer Code (eg: D0001-B0001-1).
However, if you find difficulties to login using the suggested format, please contact partner support or
your respective Account Executive/District Manager/Area Manager.
2.14.3 I am dealer group owner who has never access Access Control module in MSA. Why agent
under my dealer group can login to MSA?
By default, all the users are having the following default settings unless configured otherwise by dealer group
owner:
MSA Access -> Enable
Prepaid Reload -> Disable

2.14.4 I have disabled the MSA access for my dealer group. Why agent under my dealer group can
continue to perform transaction?
The setting for the user access control module will only take effect upon subsequent login. This means that the
agent can continue to use MSA until he/she logout from MSA. The agent will be restricted from login to MSA
subsequently.
2.14.5 I have disabled the Prepaid Reload access for some of my staffs. Why the changes are not
reflected immediately and the staff can continue to perform Prepaid Reload transactions via
MSA?
The setting for the user access control module will only take effect upon subsequent login. This means that the
agent can continue to perform Prepaid Reload via MSA until he/she logout from MSA. The agent will not be able
to view the Prepaid Reload function when they login to MSA subsequently.
2.14.6 I have enabled the Prepaid Reload access for some of my staffs. Why my staffs are still prompted
with CPP staff code & password while performing Prepaid Reload via MSA?
MSA provides the flexibility to agent to perform prepaid reload functional on any smart device installed with
MSA without the need to insert the physical flexi sim card into the device. (Note: Reload via legacy flexi feature
phone requires the physical flexi sim card to be attached with the phone). Hence, agent is required to enter the
CPP staff code & password to proceed with the prepaid reload transaction for better control and security.
Furthermore, the flexi transactions history are tracked using CPP staff code instead of MSA user login in CPP web
portal.
2.14.7 Why not all users are being displayed in User Access Control module?
The user access control module will only display the list of active users. Users who are having invalid status such
as barred or suspended are not displayed in the user access control module.

2.15 Customer Query & Family Management
2.15.1 Why do I need to enter both customer ID & MSISDN if I enter manually instead of using
MyKad reader or OCR?
As part of the personal data protection, if the customer validation is performed using the physical MyKad (either
through MyKad reader or OCR), MSISDN is not required. However, if there is no presence of physical MyKad,
agent will need to enter MSISDN belongs to the customer in order to access the list of MSISDN in customer
query module.

2.15.2 Why the action button menu available on the MSISDN differ across different login?
The display of the action button menu depends on functional roles assigned to the logged in dealer. Different
dealer login with different functional roles might see different set of menu for the MSISDN in customer query.

2.15.3 Why some of the MSISDN in the Without Family Group section has no action button?
MSISDN with standalone rate plan is not permitted to join family group. Therefore, MSISDN with standalone
rate plan will not have the action button displayed.

2.15.4 I need to create a new family group instead of adding MSISDN to the existing family group.
How do I go about it?
To create a new family group, select any of the MSISDN under the Without Family Group which is going to be
the owner of the new family group. Tap on the action button to bring up the menu, and select Create new
group item to create new family group with the selected MSISDN as owner.
2.15.5 There are no RA forms generated for family management transaction. What is wrong?
The family management transactions in MSA has been streamlined & simplified as compare with MCP. Instead
of having dedicated registration flow for each of the family management transaction, the family management
transaction in MSA are built in Customer Query module. Hence, no RA form will be generated for the family
management transaction in MSA.
2.16 Next Best Offer (NBO)
2.16.1 Why are there NBOs for some MSISDNs but not for other?

The NBOs displayed are depends on the campaigns being configured in CMS. Not all the MSISDNs are being
targeted by the same campaign, hence different MSISDNs may have different NBOs depends on how the
campaign is being configured.
2.16.2 I have selected NBO, but I dont see gift icon in any of the offering?
CMS may return NBOs that may not returned by CRM depends on the eligibility of the MSISDN.
2.17 Transfer of Ownership (TOO)
2.17.1 Why do I encounter Change Account Owner dialog when performing TOO?
Subscriber which is the account owner cannot proceed with TOO successfully. The dialog is displayed to allow
the agent to automatically change the account owner to a different MSISDN if there are multiple MSISDN in the

account. If the subscriber is the only member of the account, the account owner will be default to a dummy
MSISDN in CRM.
2.17.2 What is the Transferor is deceased checkbox on the Transferor Validation page for?
The option allows agent to indicate to the system that this is the scenario of deceased transferor. This allows the
agent to capture the transferors death certificate, as well as to bypass the transferors signature as part of the
TOO order flow

2.17.3 Why is there an option to capture the company authorization letter in TOO?
A copy of the company authorization letter for Transfer of Ownership of a corporate number is a requirement to
proceed with the order submission. The agent must capture the photo of company authorization letter which
will be uploaded onto server along with the order submission.

2.18 Termination
2.18.1 Why are there overdue balance, outstanding balance & contract information displayed when
I perform termination?
The relevant information are display so that the agent can inform the customer of potential balance & penalty
that the customer may need to pay after the subscriber has been terminated.

2.18.2 Why is there a Credit Card (Auto Billing) under Select bill settlement option in Termination?
The option allows the agent to capture the customers credit card for the auto billing enrolment so that the final
bill of the customer will be automatically taken care of.


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FAQ Troubleshooting Guide Digi_MSA_FAQ_Troubleshooting.docx Version 0.

Project Name: DiGi Mobile Sales Agent

Modified: 27/12/2016 16:05 2 Last modified by: User

Mobile Sales Agent (MSA)

FAQ Troubleshooting Guide

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2 FAQ TROUBLESHOOTING GUIDE

2.1 Installation & General error

2.1.2 Where I can download the application

OS Android 4.1 or above

CPU 1GHz processor 1.5GHz processor or above

RAM 512MB Ram 1GB Ram or above

Storage 512MB 1GB or above

Camera 3 megapixels (with auto-focus)

USB 3rd party OTG support

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2.1.6 I have problem installing the downloaded APK in my device.

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2.1.7 Why do I encounter socket timeout error?

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2.1.8 Why do I encounter message to update the MSA app?

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2.1.9 What do I encounter Parse error updating MSA app?

2.2 Login & Access of functionalities

2.2.1 What login credential should I use to login to MSA?

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2.2.2 Why do I get Authentication Error when logging in?

2.2.3 Why do I encounter error when logging in the MSA?

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2.2.5 I forgot my login credential. What do I do?

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2.2.8 Why do I encounter SSLHandshakeException error when login?

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2.3 MyKad reader

2.3.2 Why not all MyKad reader are supported?

2.4 Passport & MyKad OCR

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2.4.2 Why cant I scan the passport or MyKad using OCR?

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2.5 Barcode Scanning

2.5.1 Why cant I scan the barcode on the starter pack?

2.6 Customer Registration

2.6.1 Why cant I register customer with Malaysian passport?

2.7 Prepaid Starter Pack Registration

2.7.1 I scanned an incorrect starter pack barcode. How do I remove that?

2.7.2 The + button is missing on the MSISDN Details card

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2.8 Transaction Tracking

2.8.1 How do I change the search filtering?

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2.9 Prepaid Reload & Bill Payment using CPP

2.9.1 How do I perform prepaid reload for new prepaid registration?

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2.9.2 Can I perform prepaid reload for multiple MSISDN?