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ICOMS BASICS
BILLING
FINANCIAL
ORDER ENTRY
PRODUCT KNOWLEDGE
100
This is the screen you go to when you need to enter a mailing address different than the physical address.
What is Customer Statement Configuration (Task 52)?
100
Navigate to this screen in order to change the customer's bill day.
What is Statement Configuration (Task 52)
100
In order to receive electronic statements, customers must be registered for this.
What is Easy Pay?
100
This is what NewWave charges for reconnects.
What is $25.00?
100
This is a piece of cable equipment that allows for premium channels, pay-per-view, parental controls, and comes with an on-screen guide. It does not come with HD channels.
What is a standard DCT?
200
This is the screen you can go to if you want to see what services the customer currently has.
What is Customer Services (Task 04)?
200
A customer's auto payment comes out on the 3rd of each month if this is their billing cycle.
What is cycle 1?
200
Navigate to this screen when customers signed up for electronic statements want to receive a paper statement as well
What is Statement Configuration (Task 52)
200

Where would you transfer calls about reconnect, seasonal, or any new install calls

What is Sales Department?

200
These are required for internet service to work. Customers have the option of renting them from NewWave or they can purchase their own.
What are modems?
300
This screen shows every work order the customer has had.
What is Customer Work Order (Task 05)
300
Navigate to this screen if you need to reverse a late fee.
What is Online Adjustments (Cust info 29)?
300
This is what you do if a customer no longer wants a certain MOP to be used.
What is inactivate it?
300

What is the minimum amount of rooms a customer need to get the gateway?

What is 2?

300
This is a piece of cable equipment that allows a customer to pause, rewind, and record live TV. It only operates on one TV.
What is a DVR?
400
Don't confuse this with the Task bar or else you will navigate to the wrong screen.
What is the Customer Info bar?
400
Send this to Customer Care in the form of a Word document when a customer is disconnected and has a credit balance.
What is a refund request form?
400
Other than those signed up for electronic statements, these customers will also not receive a paper billing statement.
Who are customers with a zero or negative balance?
400

This is the type of order that is entered when a customer is removing an entire core service.

What is a disco all service?

400

What are the four internet speeds that we offer

What is 100, 150, 200?

500
If you go to this screen, you can quickly see what core services are available in a customer's area.
What is Serviceable Status (Task 40)?
500

This is form you will use if the customer was charge in error by Newwave.

What is ACH REFUND?

500
This is who customers should contact if their credit card was fraudulently used to pay a NewWave bill
Who is the customer's financial institution?
500
Someone downgrading from 50mb HSD to 10mb HSD would have this type of order entered for them.
What is office only?
500

This type of modem is required for the 100 mb HSD service and is optional for other levels of HSD for a slightly higher price.

What is a premium modem?