Self Install
SLBYP, LV770, RGBYP are examples of these type of codes.
What are power codes?
This is the resolution code to use to complete the open work order.
What is CP0?
This action with correspondence received does not require customer contact.
What is transferring correspondence to another dept?
This is the CoPilot article where you can confirm if weather events have been documented as official declared disasters
What is Declared Severe Weather/Disaster Event Landing page? HOW7667
This copilot covers the details and process on reaching out to the customers for each TMS task.
What is GEN8235 OCS: Customer Contact Guidelines?
This is the power code for an internet speed upgrade to Gig.
Commonly, this is the device that's missing when there is a "NEEDS MORE EQUIPMENT" error and there are wifi services on the account.
What is a wifi router?
This is the action to take when you receive correspondence from government agencies (such as State Attorneym BBB, FCC, etc)
What is escalate to your supervisor?
This is the amount of time a customer's premise can retain services when non serviceable due to a government (local, state or national) declared disaster.
What is 9 months for residential and 6 months for business?
This is the copilot document to reference for the TMS Task comments templates.
What is GEN8710 OCS: Resolution Code Matrix?
P6, P7, P8, P9 are examples of these on the equipment screen.
What are placeholders?
Bonus 300 if can name which placeholder is for which service:
P6- Video
P7- Modem
P8- Router
P9- Phone
This is the adjustment needing to be made with the error of ACCT_VIP; A3C24E-HSE IS BULK BLL SRV, ACCT IS NOT
What is change VIP code from residential to bulk?
Bonus 200pts: This can be reverse if the error reads ACCT IS BULK BLL SRV, HSE IS NOT
This is the document to refer to when determining where to forward correspondence to.
What is GEN7569 OCS: Agent Correspondence Matrix?
These are the line of business rates when a residential customer's account is placed on retention plan due to a declared disaster.
What is.....?
Video - $5 Voice - $2.50 Internet - $2.50
Bonus 100pts: There is no broadcast TV surcharge
This is the copilot document to locate the cost for each type of unreturned equipment.
What is GEN8607 Standard Rate Chart for SPP 3.0?
Bonus 100pts: Older accounts would reference GEN3384 Standard Rate Chart for SPP and SPP 2.0
This is the document to reference for Open Work order Common Errors.
What is HOW7158 - OCS: Open Work Order Common Errors?
Will also accept Self Install Common Errors-CSG document in HOW7090 OCS: Self Install Open Orders
This is the code to use/look for when there is a mismatch in video services vs the equipment on the account.
What is IP Video?
Will also accept S Cust Dev
Bonus 100pts: Also add video placeholder
This is the process if the documents received involve a deceased customer (i.e death certificate).
What is place ticket in Escalate and notify supervisor of TMS Task number for it to be reassigned to OCS II?
This type of equipment status does not accrue charges in the case of a declared disaster .
What is damaged/unreturned equipment?
This is the copilot document on how to add a customer owned modem to their account.
What is HOW711 Activate a COAM (Customer Owned and Maintained) Modem?
What is....?
Attempt to close the work order without any edits to verify equipment type
For "EQ Type Not Compliant W/ SVC" error and there is more than one modem- Under the customer's Equipment screen or Order Details tab within the open work order, you can do this to close the order.
What is swap modem outlets?
This is the process if correspondence received is only a paystub with no other information/notes from the customer.
What is follow customer contact guidelines to verify what the customer's inquiry was?
These are example types of declared disaster events to qualify the customer for seasonal/retention rates and waiver of damaged/unreturned equip. charges.
What is....?
Tornado, Flood, Hurricane, Earthquake or other type of declared severe weather/disaster event declared by local, state or national government entity
This is the copilot document that contains the instructions to set up a Purchase Pin for PPV orders to email to a customer.
What is EHH118 Your Spectrum Guide: Setting Parental Controls/Purchase PINs?