TPP
Paper
Phones
Avoid
CER errors
100
When TP calls stating they did not file return that is currently UPC, what should be your next step?

Move return to MFT 32 and close the UPC.

100

When should a RC for tax increase or decrease be input?

When that is the only change the 1040X has. 

100
If TP calls to report a non-tax related IDT issue. Should the account be accessed?

No, if that is the ONLY issue the TP has. Guidance per IRM 25.23.12.3 should be provided. Otherwise, the account has to be accessed. 

 

100

Name at least two ways to avoid excessive hold time.

- hold time reminder

- portland power tools or timer

- clock app

200

Can you reissue the TPP letter if the apt number is missing or incorrect in CC TRDVB?

Only if the apt number is missing. 

200

What letter should be sent when there is an unresolved TPP issue on the original return.

288C

200

What is the processing timeframe for a -R (RIVO) referral?

60 days

200
Correct and current processing timeframe for amended returns.

16 weeks

300

If the TPP letter number IS present on CC ENMOD/IMFOLE, then advise the caller how many days does the TP has to allow to receive the letter? 

14 days

300
What income form is required to apply for the Education Credit?

Form 1098-T

300

Which CC is used to verify EXAM status. 

AMDISA

300

What do you have to do before advising the taxpayer they should file an amended return. 

ITLA

400

How many days from the status date on command code CC UPTIN does TP need to allow to receive the TPP letter?

21 days

400

What is the category code used on DDBCK when EITC increase on amended return / CP36 / DUPF that does not involve a Credit Recertification math error 

EIC(X)

400

Can AM CSR answer eligibility questions regarding return requirements. 

No, only Tax Law can answer. 

400
What is the right way to provide a transfer pin and transfer a call. 
  • Your transfer pin is XXXX, can you repeat it back to me please?
  • This transfer pin is valid for this call and any transfer within this call, including the IRS     callback program.
  • If your call drops, that pin won’t be valid anymore
  • When the next representative answers you need to give them your name, your SSN and that pin number.
500

Name the 4 documents the caller needs to complete ID verification.

♦The TPP letter
♦A copy of the return they filed (current year/prior year)
♦A copy of the return for the year prior to the one in question - (if they filed one and they have it available)
♦Any supporting documents for each return such as Forms W-2, Forms 1099, Schedule C, Schedule F, etc.

500

Name the Residential Energy Credits form and how many parts does it have? 

Form 5695 and it has two parts.

500

If IAT tool shows CP53 HRA, when is HR required. 

When there is active RIVO involvement for the tax year in question. 

500
What should be done when account has a CP 63 issued and TP is requesting refund status. 

Refer the taxpayer to the toll-free CP 63 number.

M
e
n
u