FirstNet
How often do first responders need to re-verify?
Every year, unless otherwise specified on the profile.
What three business account types do we assist with over chat?
FirstNet Agency, Small Business, and Premier
What is the difference between an RSA and an OTA?
The RSA has all aspects of the OTA and is used as the basic troubleshooting. An OTA is used to refresh the connection the device has to the AT&T network.
How many FN devices can be under one profile?
Bonus 50: Can two first responders be on one FN and Family account?
One phone, One watch, One hotspot, and One Tablet.
Yes, they need their own profile.
What website do we send the customer to in order for them to activate a pending profile and set up online credentials?
The cx chats in and is not listed as authorized on the account, what do we do next?
We pull up FAST for the customer contacts and call the Day to Day for authorization. We also ask the Day to Day what the cx is allowed to do on the account.
How long is a warranty good for?
A year from the device purchase date.
How long does it take an OTA Ims Re-Attach to restart the device after it is sent out?
Up to 30 minutes.
Cx states they were supposed to receive $800 for switching to AT&T and has not received it. How do we help them?
Have them go to att.com/switcherpayoff (or something similar) to login to the Rewards Center.
Bonus 50: They can call the Rewards Center if they run into more trouble.
What system do we use for linking the FN profile to the AT&T account?
Opus
Can we remove a a FAN customer contact from the account?
No, they have to reach out to their AT&T representative.
The cx has 8 lines and wants to add the Protect Advantage for 4, should the cx add that insurance or individual insurance on the lines they want covered?
The cx should add the Protect Advantage for 4 as it covers all devices on the account, but they can only file up to four claims for four devices each year.
Where do we reset the Call Forwarding?
In TORCH
Cx states they were supposed to receive $800 for switching to AT&T and has not received it. How do we help them?
Have them go to att.com/switcherpayoff (or something similar) to login to the Rewards Center.
Bonus 50: They can call the Rewards Center if they run into more trouble.
The cx chats in after performing an upgrade and they never received the device. However, the device is showing as Delivered on the tracking. How do we help them?
We process a stolen in transit on OPUS.
The cx reached out to the account rep. for a PORT pin and the account rep. sent them to us. They do not see an option to request it online. How do we advise them?
Have the cx call into Business Care to request the PORT pin as the access online is dependent on their credentials. If they have the device, they can use *PORT.
Cx chats in about their cellular not working properly after PORTing in, the IMEI they provided is different from what shows in OPUS. Where can we go to get the full IMEI? How do we change the IMEI to the correct device?
DLC and the IMEI can be changed in OPUS on the line.
I have the IDP and I just got to my destination. My service is not working, and I cannot call or text without Wi-Fi. What can I do?
Check if the country they are in is covered, ask the customer if they have roaming toggled "On", and have them restart the device.
If none of that works, let them know they may be in a spot without coverage or low coverage.
We cannot provision a line after it has left the country.
Where do we go to view the installment plan on an accessory and the details of it?
CCC (Customer Care Center) tool.
The cx has a cancelled line for not verifying and wants services reinstated. How do we go about this?
Bonus 100: Can we do this if the account is past due?
We re-instate the line and ensure they are verified for FirstNet.
Bonus: No, we cannot.
Where do we find interaction note instructions regarding specific actions for Premier accounts in Assist Edge?
Hint: This is found in Assist Edge itself and does not require an account to be open in order to find it.
Under the Interaction Notes where the Chat 1 box is located, there will be an IN 1 box. You click Account Verification Flow next to VID Method, then next to "Transaction", select "Premier & How to".
The cx just paid their last month of installments on the device through the bill and wants to unlock it, can they do that right away?
No, they have to wait until the last day of the installment plan passes.
What do we do in the event of multiple failed OTAs?
Ensure the cx is fully registered on the network via TORCH, there are no other device issues restricting the device from receiving an OTA, and there are no SIM errors.
If none of those, submit a case by escalating to a supervisor.
What type of case do we submit for this situation?
The customer did an upgrade on their line in store. That same day, the store added another line that has installments for the same device that was upgraded.
The cx chats in saying they never "intended" to have another line added and needs the extra installments removed.
Unintended Installment Case with a Service Promise Feedback Tool.