Intro to Orders
In ICOMS, a Customer Record must be set up with only one last name. What must you do if the customer has a hyphenated last name?
Verify the spelling and use a space to separate the names
True or False: Sending a hit can interrupt a customer's MTA phone connection.
True
In ICOMS, when is an incompatible occurrence message displayed?
Service codes or quantities are incorrect
True or False: Customers transferring within the same rate center have to be assigned a new telephone number.
False
In ICOMS, type ‘___’ in the Qty column next to the applicable One Time Charge.
1
In ICOMS, once the address is displayed at the top of the Customer Name/Address panel, what do you type into the task field to review the Serviceable Status information?
SS
In ICOMS, what is the account called when equipment and service codes that represent the equipment are assigned to the same occurrence?
Balanced
Troubleshooting and correcting occurrence assignments can quickly resolve
service interruptions
In ICOMS, what must be considered when transferring an account with a triple play?
The rate center
What is scheduled in ICOMS for customers who have a service issue and need a technician to visit the home?
Trouble Ticket
In ICOMS, what does the serviceability code status screen field "RC" (rate center) represent?
Geographical area where specific groups of telephone numbers are assigned
Which ICOMS box hit sends a signal to any addressable equipment to activate the equipment or desired service?
H — Addressable Box Hit
In ICOMS, what is the Customer Equipment Maintenance window used for?
Displaying the assigned category and occurrence.
In ICOMS, when an account is transferred, what is done to any pending work orders?
Cancelled
In ICOMS, which highlight color (over the customer's name) indicates a pending trouble call work order?
Pink or reddish
In ICOMS, what is the Increment the Occupant window used to do?
add a new customer and remove the previous customer
What is done when an occurrence is missing from the account in ICOMS?
A service change work order is required
When swapping an occurrence, select the equipment port occurrence and click what?
Swap Ctg/Occ
Of the tasks shown below, which one is performed first in the customer transfer process?
Type ‘TR’ in the task field then double click the customer’s name to search the active customer record.
Which order type is used in ICOMS to generate specific field activities and appropriate one time charges that do not result in a monthly charge?
Special Request Order
In ICOMS, which screen provides valuable data such as: delinquency information, transfer information, service disruptions, and bulk billing?
Customer Flashes Screen
In ICOMS, the customer balancing window operates in two modes. What are they?
Refresh Current Services / Refresh Pending Services
True or False: When troubleshooting a service problem that involves addressable equipment in ICOMS, it’s important to confirm equipment assignment.
True
An active customer wants to restart their phone service. What should be done?
Follow the same steps as upgrading a customer with telephone service for the first time.
In ICOMS, select a ___________ code that matches the trouble indicated by the customer then click Select, or you can just double-click the option.
Problem