PEGA
You must do this at the beginning of every customer call in PEGA.
What is start a new interaction?
This online is used for troubleshooting VOIP device hardware.
What is GDMS?
The underlying phone provider for Omni Mobile.
What is AT&T?
Types of Channels not provided by Omni Fiber TV.
What are Local Channels?
This page displays all of the current jobs and statuses.
What is Swimlane?
A setup that uses extenders, access points, or mesh points to improve Wi-Fi coverage throughout the home.
What is Whole-Home Wi-Fi?
This device has a network side and a phone/analog side.
What is an ATA?
Customers can make past-due payments using these two payment methods.
What are credit cards and bank accounts?
This should be done before giving troubleshooting steps so the agent can fully understand the customer’s issue.
What is ask probing or clarifying questions?
The fiber box that changes the fiber light signal into a usable internet connection.
What is ONT/ONU?
On a customers account ____ indicates Active service Cx is paying for. ________ indicates Cx does not have this service. And ______ indicates Cx is suspended due tonon-pay.
What is Green Checkmark, Red X, and Orange $?
This tool is used specifically to troubleshoot calling features associated with an ATA phone device.
What is Alianza?
The maximum number of lines available to a Residential or Business account.
What is 25?
Omni Fibers partner that provides TV services to customers.
What is DirecTV?
Installation jobs can take up to ______ hours and Truck Rolls can take up to ______ hours.
What is 3 and 1.5?
The process of transferring an existing phone number to a new phone service provider.
What is Porting?
The cable connecter commonly used between ONT LAN/Ethernet and router WAN.
What is the RJ-45 connector?
This is the fee charged to restore service after a customer has been suspended.
What is $20?
This question helps determine if the issue is affecting the whole home or only one device: “Does the slow speed happen on all devices, or only on one specific device?”
What is a device-related probing question?
This unique identifier is used to locate a customer’s specific device in the ONT/OLU tool.
What is serial number?
Emails that require verification are labeled this in PEGA.
What is Not Verified?
This function available in GDMS allows you to remotely restart a device.
What is the Reboot Device option?
If an Omni Mobile customer calls in without an Omni Fiber account you verify them with 2/3 safeguards. If they do have an Omni Fiber account you verify them with this.
What is the account pin in PEGA?
In MUST, Account Status, Test Account, and Billing Account, are all fields you can do what with.
What is view only we cannot edit these fields?
The group of people you may need to contact for specific issues or as part of certain processes.
What is Area Manager & Supervisor?
A unique ID built into a device that helps identify it on a network.
What is the MAC Address?
This router port should be used to receive the internet signal from the ONT/ONU, instead of the ports used for customer devices.
What is the WAN port instead of the LAN port?
A customer with at least this past-due balance, after this many days past due, will be automatically suspended by the system.
What is $10 and 25 days?
If the customer says the internet is only slow in certain rooms, agents should ask questions about this possible cause.
What is Wi-Fi coverage, distance, walls, or interference?
If this light rate shows anything above 0, this indicates a problem with the ONU itself and will set off other alarms in the ONU Tool.
What is the Bit Error Rate?
This screen displays both Residential and SMB customer accounts.
What is the C360 Screen?
This unique six octet string will allow you to locate a VOIP device in GDMS.
What is a MAC Address?
The customer’s bill cycle is determined by this date.
What is the Primary line activation date?
The proportion of online networks active networks for all customers.
What is Online Rate %?
This tool in Skedulo allows us to locate, view, and create tickets.
What is Helpdesk Tickets?
The name of a Wi-Fi network that customers select when connecting a device.
What is the SSID?
Fiber line → ONT/ONU → Router port → customer devices.
What is the physical flow of service?
In the Billing tab under this section you can see recent payments a customer has made as well as any failed payments.
What is the payments section?
This question helps separate Wi-Fi performance from the speed being delivered to the home: “Are you connected through Wi-Fi or a wired connection when this happens?”
What is a Wi-Fi vs. wired connection question?
These are the steps you would take before dispatching a technician if a customers Ciena ONU shows as Deregistered or Offline.
What is confirm that the customer is not part of a known outage, verify good a/c power to the ONU, check ports and cables for damage, and attempt a manual reboot.
There are 9 fields that should be filled out when writing notes in PEGA. Name 4.
What is Agent ID Customer Name Customer ID # Callback # Issue Troubleshooting Resolution What ATS agent assisted (if applicable)?
Customers with their own Answering Machine can set “No Answer” to this status. Otherwise it will go to the Omni Fiber voicemail instead and cause issues.
What is "Ring Forever"?
This tool confirms whether a customer’s device is compatible?
What is the Device Compatibility Tool?
This tab in TAUC will display the customers CPE devices, device status, serial number and IP address. We also have the option to wps and reboot and device in the network.
What is the TAUC CPE tab?
Approval to cancel or reschedule an appointment, notify of buries or bores and flexible schedule change requests are all reasons to do this action.
What is contact an Area Manager?
The process of setting up the correct internet service, speed, and account features in the provider's systems.
What is Provisioning?
A customer has a 1 Gig plan, but one older laptop cannot reach high speeds while newer devices perform normally. This is the most likely reason the older laptop is slower.
What are device limitations or outdated hardware?
Name the 2 ways to tell if a customer has suspended services.
What is they will have an Orange $ symbol next to suspended services and their status in PEGA will show as Suspended?
This probing question helps determine if the customer’s household may have outgrown their current speed plan: “How many devices are typically connected at the same time?”
What is a usage or bandwidth demand question?
This option displays information about the cabling connected to the ONT, and is helpful with troubleshooting ethernet connectivity.
What is the UNI Ports sections/What is UNI-ETH1?
This tab\shows issues that have impacted a customers account or services such as area outages, service disruptions, and planned maintenance.
What is the Notes Tab? What is Event Summary under the Notes Tab?
This is the likely issue in Alianza when a customer has working internet but no dial tone, and troubleshooting shows the analog phone is connected correctly, but the ATA’s voice/service light is off or flashing instead of solid.
What is the ATA registration status shows NO (X)?
There are multiple issues we would escalate to L2 agents. Name 4 examples.
What are network outages, updating account information, billing questions, order statuses, refunds, activations and deactivations, errors, and data issues?
This wireless setting gives wireless devices the ability to jump between the main router and access point(s) seamlessly if they have one.
What is Fast Roaming?
In Swimlane , this full color-to-status sequence allows an agent to track a technician from assignment through resolution: Dark Blue, Light Blue, Light Purple, Dark Purple, Green, and Red. Name the status to the corresponding color.
What are Dispatched, Ready, En Route, In Progress, Complete, and Cancel?
This feature is the setup/settings on a customer's equipment or service. If this is incorrect, the internet, Wi-Fi, or phone service may not work properly.
What is configuration?
A group of connected devices that can communicate with each other, such as computers, phones, routers, access points, printers, and smart TVs.
What is a Network?
What is inform the customer of the $20 Restore Charge on their next bill?
A customer says their phone service is not working. These are probing questions the agent should ask to determine if the issue is related to the internet connection or the ATA.
What is "Is the internet working/connected/on, and to check the lights and cables on the ATA?
The difference of 5db or higher between these 2 light levels would require sending out a technician.
What is ONU Rx Power and OLT Rx Power?
Name all 5 tasks that can be completed in PEGA by Tech Support Agents.
What are Cancel/Reschedule Trouble Appointments, Update Customer Info, Make a One Time Payment, and Tech Support Center?
This Alianza feature allows business customers to manage how calls are routed, how phones ring, and which lines are included in the group.
What is a Hunt Group?
Primary account owners have the option to add this feature to their accounts to block any unauthorized attempts to do SIMswap or port-out.
What is add an Account Lock?
This tab is a record for every network connection status change, such as network online or offline.
What is the Network Log?
Jobs marked this in Skedulo are jobs where customer is open to/hoping for an earlier appointment.
What is Flexible for Schedule Change?
A type of fiber network that uses fiber-optic cables and passive equipment to deliver internet from the provider to multiple homes or businesses.
What is a Passive Optical Network?
This test result pattern often suggests the fiber service entering the home may be healthy, while the customer’s in-home wireless network is the likely bottleneck: strong speeds when directly connected by Ethernet to the router, but much lower speeds when testing over Wi‑Fi from another room.
What is a Wi‑Fi coverage or interference issue instead of a fiber service issue?
The customer is calling you on todays date with 2 open invoices: one for $190.19 due on 6/20/26 and one for $170.19 due on 5/20/26. If the customer’s service is suspended, this is the amount the customer must pay to restore service, not including the $20 restoration fee.
What is $170.19?
A customer says their internet or Wi-Fi connection keeps dropping. These are the probing questions an agent should ask to narrow down the issue.
What are “How often does the connection drop?”, “Which devices are affected?”, and “Do any equipment lights change when the connection drops?”
When searching for an ONU, this status means the ONU is deregistered or offline.
What is the Missing status?