FirstNet & Family
Customer has 50 lines split into 5 different groups
What is Unlimited Your Way
This customer advised you they have not yet verified themselves as a first responder with FirstNet
What is Firsnet.com/signup
This customer states they cannot access Premier from this web browser
What is Chrome
Customer received 25% off non-FirstNet lines of service
What is FRAO
Smartphones on Unlimited Your Way for Business are charged an additional $25/month for this type of commitment
What is a 2 year contract
This customer advised you that they are attempting to view their bill on their phone
What is Firstnet assist
You may have to alternate between your customer and another department frequently to avoid this COBC violation
What is a 2 minute hold time
This tool is used to mimic a customer's profile/experience when using Premier.
What is Premier CSR Tool
Customer receives an email to activate their profile from a voice agent over the phone
What is resend activation link in iCAM
A voice agent states to the caller what they did and expectations at the end of the call
What is a recap
This customer states they are a clerk with a specific police department that is already with FirstNet and that they do not need to verify online
What is Agency Subpaid
This customer states they purchased a Samsung device on Amazon and is not receiving service regardless of what plan the CTN is on
What is an unlocked device
An agent used this system to view rate plans and features that were on an order
What is OCE
Case was submitted on behalf of the customer to receive the Premium Device Trade-In credits
What is an ICU Case Builder
Customer wants to upgrade and has the option of 24, 30, or 36 month installment term
What is EIP
a customer advises you that AT&T stated they were sending someone out to their location to provide service during an emergency
What is a SatColt or COW
This customer ported their CTN to T-Mobile in error and is now attempting to port the number back
What is a winback
This customer states that when they select the Billing Tab, a whole new page populates instead of staying within the premier interface
What is Billed/Billing Analytics
Customer downloads call detail online
What is MyATT
Customers who have 25 lines or less can use this app to login to their account. Larger accounts have to use a full web browser to login.
What is MyATT vs Premier
This customer has 3 lines of service was quoted by their sales rep that their bill should be $56.50 before tax
What is FirstNet Multi-Line discount
This customer received Cruise Ship charges while their device was on airplane mode
What is Wi-Fi Calling
This company is laying off 5,000 employees. This end user received an email on how to keep their number
How do you submit a TOBR