Systems to use for Equip Research
This system is used to determine if a customer's equipment is currently receiving signal.
Scope - Agent OS
These are the location codes to use when removing a device from the account.
*HINT* Charter/TWC
What is .....?
Charter - 3456
TWC - 9580
These are two types of proof a customer can submit to prove they returned the equipment
What is a UPS receipt and Store Receipt?
This is the Copilot article to reference when correspondence needs to be forwarded to another department.
What is OCS: Agent Correspondence Matrix (GEN7569)?
These are the no truck codes to use for fallout tickets.
LK206 - Residential
OK215 - Commercial/SMB
When a modem has been returned for a residential customer but the account is still active, this is where we go to locate an active Spectrum or customer owned modem to replace it.
What is Provisioning tab in Scope?
These are the 4 placeholder codes to use as last resort when unable to disable device to remove it.
What is....
P6 - Video
P7 - Modem
P8 - Router
P9 - Phone
The customer won't be held responsible for the equipment if this TYPE of account shows owner responsible, not tenant.
What are Bulk accounts?
This is the process if the correspondence received is for an Enterprise account.
What is forward to Enterprise through TMS?
ECO-CSM-SingleIntake@charter.com
This is the code to add or remove for the autopay discount specifically for residential accounts.
What is LM001?
This is where you would confirm how the device was received to our warehouse (UPS, Store rep, Technician)
What is Warehouse CHAT?
This is the length of time a customer's account must be disconnected before a device can be removed without further research.
What is two years or longer?
This happens when equipment is stolen or damaged in circumstances not related to a declared disaster.
What is advise the customer they can submit a claim to their insurance company or file a police report and then provide us with the claim or police report number.
These are example types of correspondence OCS 1 agents can handle/work. They do not get forwarded. Must give 2 examples.
What is....?
CBO submission, letter confirming if payment was processed, change of billing address, disputes of account disconnection.
This code is for the B Autopay discount for SMB accounts.
What is OB30A?
This is where you would check to see if a device is still deployable.
What is Internet, Router Login, Video, and Voice Technical Support Equipment Library? GEN6701
This is the process if a Charter employee provides valid proof or qualifies for equipment removal.
This is where you can confirm a technician took the device back or if a tech visit occurred causing a device swap when the device does not show returned in Warehouse CHAT.
What is customer memo's?
What is work order history?
This is the process if correspondence received is a death certificate for a customer.
What is notify your supervisor to have ticket reassigned to a trained OCS 1 for processing?
This code, in conjunction with LK206, will add a billing message to the customer's statement about becoming a Spectrum One customer.
What is LK830?
This is where you would confirm if an AppleTV device was sent out and what the tracking number is.
What is Apple CHAT?
What is customer's memos?
This is the code to use in change of service in place of an HD receiver code when the customer is still streaming TV but has no more receivers.
What is IP Video - LZ205?
This is who assumes responsibility when the home ship devices are marked as delivered but the customer never got it.
Who is Spectrum?
This is the process if the correspondence received poses a threat to an employee, bomb threat, arson or any other threat of harm to Spectrum and its employees.
What is notify your supervisor immediately and submit a PSOC ticket?
This is the code that needs to be on the SMB customer's account in order to add the autopay discount code.
WHat is OC321 - B Pmntpro?