HUNT GROUPS
WHAT IS A HUNT GROUP
A Hunt Group is the method of distributing phone calls from a single telephone number to a group of several phone lines. Specifically, it refers to the process used to select which line will receive the call.
What is a SIP TRUNK
Business Trunk or SIP (Session Initiation Protocol) provides the same service as Business Class Phone does without using physical telephone wires. It uses data, or Optimum Online, to connect the customer’s phone system to the Internet.
Downgrades of Static IP
Transfer - BCA
What are the 3 types of credit card terminals?
Dial-up, wireless, and IP
What is the most important difference between Resi and Busi when cancelling a T/C?
You must put the name of the cx requesting to cancel the appt.
WHAT ARE 3 CALLING FEATURES A HUNT GROUP OFFERS
Business customers with multiple lines can have their incoming calls routed to an idle phone line, within a specified group of lines.
How much does each sip cost
29.95
Account Maintenance for SIP
Keep
T/F: The process for troubleshooting faxes, ATMS, elevator phones and credit card terminals is different.
False, it is the same.
What is the guaranteed time frame for a business T/C?
2-4 hours or within 24 hours
What is the minimum AND maximum number of lines needed to create a hunt group
2 and 8
What is the minimum and maximum number of sip a customer can request
4 and 24
BHV customer needs their phone configured
Escalate - TSGBHV Support
What is your responsibility when it comes to troubleshooting credit card issues?
Troubleshooting our equipment and service.
All business and municipal T/Cs are considered what?
Critical calls
Name 4 phone lines that cannot be used in a hunt group
FAX, ALARM, ELEVATOR, ATM, CREDIT CARD MACHINE
Under what circumstances would you fill out a sip change request form (name 3)
ADD/REMOVE SIP SERVICE, INCREASE NUMBER OF SIPS, MOVE TRANSFER ACCOUNT WITH SIP SERVICE
Hunt Group Switch Migration
Escalate - via Remedy to BISC voice services, and email BCS move
If your troubleshooting does not work, what do you do?
Refer the customer to the vendor.
Which process is used to schedule a same day T/C for a business account?
Must Do
What is the difference between a linear, uniform and circular hunt group
Linear - Calls the numbers in the hunt group list then goes to voicemail, Uniform - Routes to the first idle line, Circular - Calls in sequence until first idle line answers
Under what circumstances would you transfer to a BCA agent (name 3)
Decrease sips, increase or decrease did blocks, Customer requests to convert SIP DID to an OV line
What do you do if a customer wants to INCREASE/DECREASE did blocks
Transfer to BCA
If you refer the cx to the vendor, what does the customer need to tell them?
Internet working on all devices on premises. Bypassed machine and confirmed phone line is working.
What needs to be in the WIP comments for a business T/C?
business hours, cross streets, name and #