Mission 1
This person was the voice on the spectrum mobile commercial
Who is Ellen Degeneres
The two systems used to authenticate customers
What are Zendesk and Arterra
Once the account is authenticated, you should ask the customer if they have the device in hand and (blank)
What is turned off
Before starting the out of the box set up, we look in RSSX for this 4G status
What is RS
This is a must do BEFORE you process a ported order
What is the port eligibility check
The main tool used as a ticketing system and the main tool to authenticate a customer
What is Zendesk
The three pieces of information needed to authenticate a customer
What are name, full billing address, 4 digit security code
After authenticating the customer, you click this button to access the activation and porting form
What is switch to tools
This website is used to walk the customer through the out of the box set up for their device
What is Qelp
True of False: the customer can talk to you on the phone number they are wanting you to port?
What is False
Two Spectrum Mobile Data Options
What is by the gig and unlimited
True or False: We can talk to an authorized users
What is true
On the activation and porting form you need to verify these two pieces of information
What are the IMEI and ICCID
Before beginning 360 testing, the 4G status in RSSX will show this
What is CN
When porting a number in Arterra, this is the option you select under device provisioning
What is Port In Activate
Shipping method for shipping devices
What is Fed Ex 2- day shipping
The three types of tickets we look for after authenticating a customer
What are order shipment delivered ticket, open error tickets and RMA tickets
True or False: when activating a native number, the MDN shows in the phone number field on the activation and porting form
What is False
858-651-5050
What is the call test line
Whether porting in Arterra or Zendesk, you need these 4 pieces of information from the customers Old Service Provider (OSP) to achieve a successful port
What are the first and last name, billing address, account number, pin number
The team that handles billing inquiries, payments, data usage, etc.
What is the Customer Service Team
This is a very important number to get from the customer after authenticating
What is the call back number
If the click to activate button isn't in the activation/porting status field on the activation and porting form, you use this system to activate the customers device
What is Arterra (Tesla)
These are the three tests that make up 360 testing
What are successful inbound and outbound calling, sending and receiving texts and browsing without Wi-Fi on
This step in the 360 testing process for a port is what makes it differ from a native activation
What is setting expectations