PEGA/ONU
This unique identifier is used to locate a customer’s specific device in the ONT/OLU tool.
What is serial number?
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?
Emails that require verification are labeled this in PEGA.
What is Not Verified?
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?
The group of people you may need to contact for specific issues or as part of certain processes.
What is Area Manager & Supervisor?
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 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?
This tool in Skedulo allows us to locate, view, and create tickets.
What is Helpdesk Tickets?
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?
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?
The following are examples of- Fire TV, Apple TV, Android TV, IOS, Web Browser.
What is Omni Fiber TV Compatible Devices?
Approval to cancel or reschedule and 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 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?
The setting often used when a customer wishes to use their own Voicemail.
What is "Ring Forever?
There are multiple issues we would escalate to L2 agents. Name 4 examples of queries L2 can assist with resolving.
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 customer account.
What is account ID or Email?
A technician goes on-site and cannot complete the install so this action will need to be completed.
What is the port request date needs to be updated to the new install date?