PEGA
Created in PEGA at the start of every call.
The site you should have customers use to run a speed test.
What is www.omnifiber.com/speedtest?
This should be done on every call where changes need to be made to the account or if you are providing information about the account to the caller.
What is verifying the account holder?
You can check this on the main TAUC dashboard page to see if there is a potential Omni Fiber outage.
What is the Online Rate %?
Used to track every Omni Fiber call.
What is the PEGA Knowledge Base?
Created in PEGA when the caller is not an Omni Fiber customer, or the call was dead air/a ghost call.
What is a Non-Customer interaction?
Often the first troubleshooting step with routers when troubleshooting speed/connection issues.
What is power cycling the router?
This should be granted any time you are scheduling a truck roll, creating an escalation ticket, or transferring a customer to the Ohio-Tel support line.
What is ATS approval?
You can do this if you are unable to locate a customer's Grandstream ATA device with the PEGA Account # or MAC Address.
Add New Device in GDMS.
Combo ONT and router.
What is the AdTran ONT 424RG?
Allows you to see what router and ONU/ONT a customer has.
What is the CPE Device Tab?
If the light levels are outside this range, it could indicate an issue with a customer's ONU/ONT.
What is -15dB to -23dB?
This is to be done when you are ending the call with a customer.
What is transferring to the CSAT survey?
The type of credit you apply in GTV if a customer has a closed invoice.
This is always needed when adding access points to a customer's account.
What is a truck roll?
You need to ensure this is done so that customers can receive correspondence from Omni Fiber.
What is Email Verification?
This should be checked if a customer is experiencing slow speeds to ensure they are provisioned for the correct speeds.
What is Negotiation Speed in TAUC?
The Omni Fiber customer service number.
What is 844-844-6664?
This status in TAUC indicates the configuration settings between the main router and the mesh router are possibly different.
What is Abnormal?
Information that needs to be included in a non-customer interaction if the call is Sales/Pre-Sales related.
What is first name, last name, email, and Phone #?
Prevents a truck roll when a customer does not need a new router for a speed upgrade.
What is Office Only Order?
This should be turned on for customers who are experiencing connection dropping in certain areas of their home. (Include answers for EX920 devices and X50 devices)
What is Band Steering (EX920) and Fast Roaming (X50)?
How you categorize your calls in PEGA to ensure they are properly documented and routed within Omni Fiber's systems.
What are Tech Dispositions?
This should always display as Full Duplex for Ciena ONUs.
What is UNI-ETH1?
The dispatch team needs to be chatted before proceeding with this.
What is a drop bury request?