PEGA/ONU
The fiber box that changes the fiber light signal into a usable internet connection.
What is ONT/ONU?
This online is used for troubleshooting VOIP device hardware.
What is GDMS?
The underlying phone provider for Omni Mobile.
What is AT&T?
Types of Channels not provided by Omni Fiber TV.
What are Local Channels?
This page displays all of the current jobs and statuses.
What is Swimlane?
A setup that uses extenders, access points, or mesh points to improve Wi-Fi coverage throughout the home.
What is Whole-Home Wi-Fi?
This device has a network side and a phone/analog side.
What is an ATA?
This unique identifier is used to locate a customer’s specific device in the ONT/OLU tool.
What is serial number?
This tool is used specifically to troubleshoot calling features associated with an ATA phone device.
What is Alianza?
The 2 types of sim cards Omni mobile supports.
What is physical sim and e SIM?
Omni Fibers partner that provides TV services to customers.
What is DirecTV?
Installation jobs can take up to ______ hours and Truck Rolls can take up to ______ hours.
What is 3 and 1.5?
The process of transferring an existing phone number to a new phone service provider.
What is Porting?
The cable connecter commonly used between ONT LAN/Ethernet and router WAN.
What is the RJ-45 connector?
Emails that require verification are labeled this in PEGA.
What is Not Verified?
This function available in GDMS allows you to remotely restart a device.
What is the Reboot Device option?
The maximum number of lines available to a Residential or Business account.
What is 25?
An agreement to bring service to a location.
What is Right of Entry?
The group of people you may need to contact for specific issues or as part of certain processes.
What is Area Manager & Supervisor?
A unique ID built into a device that helps identify it on a network.
What is the MAC Address?
When connecting an ONT to a customer’s router, using the wrong Ethernet interface can prevent the router from receiving the public internet handoff. This is the correct router connection point to use, rather than one of the internal network ports meant for customer devices.
What is the WAN port instead of the LAN port?
There are 9 fields that should be filled out when writing notes in PEGA. Name 4.
What is Agent ID Customer Name Customer ID # Callback # Issue Troubleshooting Resolution What ATS agent assisted (if applicable)?
This unique six octet string will allow you to locate a VOIP device in GDMS.
What is a MAC Address?
If an Omni Mobile customer calls in without an Omni Fiber account you verify them with 2/3 safeguards. If they do have an Omni Fiber account you verify them with this.
What is the account pin in PEGA?
Fire TV, Apple TV, Android TV, IOS, Web Browser are examples of this.
What is Omni Fiber TV Compatible Devices?
This tool in Skedulo allows us to locate, view, and create tickets.
What is Helpdesk Tickets?
The name of a Wi-Fi network that customers select when connecting a device.
What is the SSID?
Fiber line → ONT/ONU → Router port → customer devices.
What is the physical flow of service?
This option displays information about the cabling connected to the ONT, and is helpful with troubleshooting ethernet connectivity.
What is the UNI Ports sections/What is UNI-ETH1?
Customers with their own Answering Machine can set “No Answer” to this status. Otherwise it will go to the Omni Fiber voicemail instead and cause issues.
What is "Ring Forever"?
There are multiple issues we would escalate to L2 agents. Name 4 examples.
What are network outages, updating account information, billing questions, order statuses, refunds, activations and deactivations, errors, and data issues?
Two options that can be used to search a customer account.
What is account ID or Email?
Approval to cancel or reschedule an appointment, notify of buries or bores and flexible schedule change requests are all reasons to do this action.
What is contact an Area Manager?
The process of setting up the correct internet service, speed, and account features in the provider's systems.
What is Provisioning?
A group of connected devices that can communicate with each other, such as computers, phones, routers, access points, printers, and smart TVs.
What is a Network?
The difference of 5db or higher between these 2 light levels would require sending out a technician.
What is ONU Rx Power and OLT Rx Power?
This is the likely issue in Alianza when a customer has working internet but no dial tone, and troubleshooting shows the analog phone is connected correctly, but the ATA’s voice/service light is off or flashing instead of solid.
What is the ATA registration status shows NO (X)?
The customer’s bill cycle is determined by this date.
What is the Primary line activation date?
In MUST, Account Status, Test Account, and Billing Account, are all fields you can do what with.
What is view only we cannot edit these fields?
In Swimlane , this full color-to-status sequence allows an agent to track a technician from assignment through resolution: Dark Blue, Light Blue, Light Purple, Dark Purple, Green, and Red. Name the status to the corresponding color.
What are Dispatched, Ready, En Route, In Progress, Complete, and Cancel?
This feature is the setup/settings on a customer's equipment or service. If this is incorrect, the internet, Wi-Fi, or phone service may not work properly.
What is configuration?
This test result pattern often suggests the fiber service entering the home may be healthy, while the customer’s in-home wireless network is the likely bottleneck: strong speeds when directly connected by Ethernet to the router, but much lower speeds when testing over Wi‑Fi from another room.
What is a Wi‑Fi coverage or interference issue instead of a fiber service issue?