Porting Errors
What is the first step when realizing there is a past due port.
Call lead line.
What are the 4 parts of the call flow?
Greeting
Empathy/Ownership
Resolution
Recap/closing
DAILY DOUBLE
What are the steps in agent os to give a Cx credit and what is our limit?
Billing tab -> Credit calculator
$25
What could be the reason a device is showing multiple labels under cellular (iphone) or sim manager (android).
Hasn't deleted the osp esims or hasn't taken out the osp psim.
CX called in because they are wanting to port out from spectrum and their carrier told them to give us a call first. What article would be best to refer to?
HOW 6038
where do you check in nbop for porting errors/status?
History tab.
DAILY DOUBLE
If a cx calls in to update devices, imei's, or iccid's. What do we have to send to the customer before continuing with support?
What if that is not an option?
1. Security Token
2. Store
Bobby called in, he is needing assistance with logging into his spectrum app/website and forgot his username, where can we find this information?
Repair tab -> CIMT
How long do we have to reclaim a number?
30 days.
What Copilot article should you give our store reps?
GEN9151 used to be HOW7356
Daily Double
What does port error 6m mean?
And what steps need to be taken?
Port request pending from another local provider
Cx has to call provider and get the port request canceled if wanting to port with spectrum.
Where in the Call Flow should you ask/introduce the self-service options?
After authentication.
Where can you find the terminal return label in agent os?
Orders and returns tab -> order information
How many times can a cx change their number in a 30 day span?
1 time.
Daily double!
If a cx calls in wanting to take ownership of an account, what EHH would you send them and what copilot would you refer to?
EHH551
HOW6703
A confirmed port is considered past due when?
Once it goes past the due date/time listed in nbop or Syniverse.
"Just so we can get to the root of your issue. May I please ask you a couple of questions to clarify what is going on with your phone?".
What part of the call flow is this statement from?
Quad Three / Body of the call / Probing questions
DAILY DOUBLE
What are the 2 ways to submit a UCM ticket for MOBILE?
Tools tab -> UCM
Repair tab -> UCM tickets -> Create UCM ticket
DAILY DOUBLE
How much does it cost to add a second line to a device?
What are the features of a second line?
$10
Talk & text.
What copilot article do you need to use when dealing with activation errors?
HOW6638
What is 6c port error.
Customer information does not match.
What do you have to do to re-secure a customer's account after suspected fraudulent activity?
Authenticate the account. Confirm emails and phone numbers under the Account & Service Location Info section. (Edit account settings for BOTH mobile and core) Change the security code. Recommend changing the spectrum app/website password.
What CPNI information can we not provide to customers, through the usage of Agent OS?
Account Information - Email, Security Codes, Names on the account prior the customer verification and authentication.
Credit/Debit Card Information
IMEI/Phone Details
Call/Text Logs
Phone Number(s)
What are the 3 steps to do before activating a byod with a native number.
Make sure Device is unlocked, Connect to wifi, Make sure osp Esim/Psim is removed
When transferring to a different department, or when in doubt what copilot article should you use?
GEN9152