Remedy
OutWhat answer should the customer provide if they receive a text from the NRB asking the issue is Inside, Outside or Both
Outside
What tool should you refer to for each CLNR before you process the order?
MVD
What is the name of the IG for One Talk
Inquiry Guide: Home/Business Solutions
What does ODI stand for?
Open Development Interface
What calling option can the customer try before getting a network extender?
Wi-Fi Calling
If the Geo Coordinates don't load what do you do?
Put in a nearby address to load the coordinates and put the problem address in the comments
What is the cost to the business for a No Trouble Found?
An average of $150.00
What does the Automated Receptionist do?
The automated receptionist plays an IVR and routes callers to the appropriate department or line
When should you immediately transfer a call to the Tech Advocates for an ODI device?
Only when the M2M indicator is a Y M2M=Y
What should you test to confirm that a network extender would work for a customer?
Internet speeds
What do you put in the dialed number field when submitting a ticket for dropped calls?
Any MDN the customer dialed and experienced a dropped call (not the customers MDN)
What is the final troubleshooting step before submitting an order for a CLNR?
Master Reset or Factory Data Reset
What are the two types of dialers associated with One Talk?
Native and Enhanced
What is the first thing you should check before trying to activate an ODI device?
Review the BYOD OST 203120 to confirm the device is on the approved BYOD list
How do you Validate Network Extender Availability for an area?
Look up Network extender in VZ Maps
If a customer states they can't dial to a specific number what should you attach to the ticket?
Call Logs/Records
What is the percentage of No Trouble Found for CLNR devices?
25%-35%
What are the 4 types of Hunt Groups?
Regular
Circular
Simultaneous
Uniform
What SFO must be manually added for ODI Devices?
HD Voice SFO 81158
When ordering a network extender for a customer what should you email the customer?
One Message for Network Extender
How do you search for related tickets?
Go to the related tickets tab and search for tickets generated in the same area
If a customer has an issue with a device that doesn't occur consistently, what should you put in the problem description of your CLNR order?
The customer experiences the issue intermittently
What are the two Mobile Only Options?
As per the One Talk OST 202385 the Mobile application and Dialers (Native and Enhanced)
If a customer wants activate their ODI iPhone 7, what specification needs to be checked?
The device must have CDMA capabilities
What's the first thing you should check if a customer can't activate a network extender?
Verify the MAC address in ACSS