Resolving Customer Activation and Force PIN Change Conflicts

Problem Statement: The system is designed to examine multiple scenarios to determine whether a member activation or a PIN change is required for the caller. Several scenarios may overlap between both processes, creating situations where both a PIN change and an activation are necessary simultaneously. In such cases, the caller is compelled to complete both processes since the purpose of these procedures is to establish a new PIN for the caller.

Solution: To address this challenge, an analysis is conducted to determine the appropriate process for the caller. In this analysis, an Activation takes priority over a Forced PIN Change. However, additional information is taken into account to determine the optimal path for the caller.

The following diagram illustrates the decision process that is made to determine the correct course of action: