TC
Business TC fee code
What is 338
Ports that can be opened on BOOST
25 and 80
What can we do to educate the customer on features that Optimum offers?
Self-help options such as Optimum.net and the App
Static IP rate code link in Device Info
Click on the menu in device info and open up Static IP page
Who handles Business takeover forms?
Shared Services
Business Class customer code
What is 900
What do we let the customer know before we open ports?
As a disclaimer, we tell them that opening ports makes the cx vulnerable to hacking so they must make sure they have security measures in place.
How many times do you have to brand a call?
two times, anywhere in the call.
How do we TS a static ip on BOOST?
reconfig - check the date if it's today
Bounce the modem twice before escalating
Customer wants an update on an SRO
SRC
TC policies
What is make sure someone 18 or older is there or you will get charged 59.95.
What is the first thing we do when a cx wants to open ports?
Walk them through Optimum.net and show them how.
What must you always show in every call to understand where the customer is coming from?
Empathy
If we adding Static IPs to the account or increasing the number of Static IPs, who handles it?
Sales
Down drop / low drop code
Why do we open ports on a device?
To connect to other devices/services within their home network as well as the usage of servers.
What are 3 things that you can do to avoid repeats
Recap
Active Listening
Ask for further assistanceIf RIPv2 Filter Status is red, what do we do?
Bounce the modem
If a Static IP modem needs to be deprovisioned, who handles it?
Customer Care - Escalations
000AUSAEscalations
Static IP code
What is 912
How do you not lose the tool usage category on a call?
Use primary tools first
Use them all the way through before using secondary tools
What is the max number of Static IPs a customer can have?
29
Customer complains about a tech who was unprofessional
SRC