Flexcab
How do we get to the BCI screen from opening page?
1;1;b;
How do you login to Maxim?
Log into Maxim with E number & Account 01 password
What does COS stand for, and what is it?
Class Of Service (COS) is a specific tagging applied to an FNN in Flexcab
It helps identify the type of technology for a service number
What is Call Forwarding? Give some at least one example when you can use it.
Call forwarding allows customers to forward calls from an ACTIVE fixed service to an ACTIVE fixed or mobile number.
Scenarios
Customer is working remotely
Site is under renovations
Outside of business hours
There is a fault
What does BEN stand for?
Business Escalation Management
In the BCI section what happens if you hit PF12 key.
Exit/Go back
What does TRN mean?
Telstra reference number :
Commonly generated from
Webforms and can be searched in MAXIM
What type of services can we modify using Cemulus webforms?
NBN services in MAXIM/Flexcab
What is EBR? When would you use it?
Exchange based redirections (EBR) allows you to redirect calls from a disconnected service to an active fixed or mobile number.
What is BEN Tool used for?
The central source of escalations that require action to be taken by the NBN Escalations Team for Small Business/Telstra Enterprise Customers.
What keys do you press to show payment history, then which key to exit that screen.
Shift PF23 & PF24
How do we search a MAXIM order number?
Click Sales Orders tab
Click Query
Input the 2- order number and press enter
Change dropdown box from My Sales Orders to All Sales Orders
Click anywhere on the table. You will see that the 2- order number becomes a hyperlink. Click the hyperlink to display the customers order information.
What request type would we select to add additional voice service in Cemulus?
Add FNN
How do you modify, program or cancel an EBR and is it available to request via self serve?
XD Fast
No
Who should BEN tickets never be escalated too?
Any consultants outside the NBN Escalations Team!
How do you update Billing Address?
From 1;1;b; screen press PF4
Press PF17
Enter the correct billing address
Press Outside Enter
Why do we view the Customer Portal?
Customer Portal is used to view the current active assets for the customer account
It will also provide information on the customer, billing account, sites, sales orders and assets.
What are the four types of webforms that can be found in Cemulus?
Cancellation, Modification, Relocation & Service transfer reversal
What is a CDNO? What is its use?
Call Diversion Number Only (CDNO) allows you to redirect calls from a disconnected service to an active non-Telstra fi
In what circumstances would you NOT submit a BEN escalation? Telstra customer
The Telstra Customer:
Has not experienced service loss during the inflight nbn activation order.
Does not have an existing open/open complaint relating to nbn activation order fallout
Has not experienced excess delays to connection which cannot be remediated by nbn BAU activation team.