The customer calls in and states that there are no lights on the keypad.
Verify the Alarm Log for any possible troubles. Have the customer press a button on the keypad to see if there is any response. Verify if the power is out to the home/system. If no cause if found SET UP SERVICE.
100
This is where you find the information on basic troubleshooting (2 possible answers)
What is Sharepoint BTA or Montronics.
100
This is the field where you input the part number when shipping a battery
What is Resolution item.
100
This type of commlog is opened when requesting an upload on an account.
What is MSUPLD
100
This is the sequence of events on May 18th, 2012 for CID 6091000005
What is "read alarm log"
200
Customer calls in with multiple false alarms from the keyfob panic button.
What is ask the customer if there was someone in the home/business when the alarm was tripped. Verify the keyfob was not pressed accidentally. If no cause found, SET UP SERVICE.
200
This is where in Sharepoint you can find the installation manuals for supported panels.
What is Sharepoint - Utilities - Documents - Manuals
200
The area allows you to view whether or not the customer has a warranty on their account?
What is Contract Master - Cycle fees.
200
This type of commlog is used to request a commercial sales follow up.
What is COMMCDN
200
This is the last alarm event for CID CG0005
What is Sept. 8th, 2012
300
Customer calls in and says that his alarm started ringing in the middle of the night for no reason. The only signal you find in the alarm log is a Line Restoral.
What is keypad programming to remove Audible TLM feature. If keypad programming cannot be done - open upload request commlog.
300
This is where you would look to find a receiver number.
What is Sharepoint - General Reference - Receiver Phone numbers
300
If a residential customer is paying $6/month for their warranty it likely does not cover this.
What is batteries, renovations, end of life devices, willful neglect, acts of nature, etc.
300
This is the quick key to access the commlogs window.
What is CTL+W
300
CID 1-0207 was last placed on test on this date and time.
What is October 30th, 1:54pm
400
Customer calls in because his keypad states "NO AC"
What is verify that the customer has power in his home. Verify the transformer plug and electrical outlet.
400
This is where you would locate the part number for a battery to be shipped.
What is Sharepoint - General Reference - Service Tickets
400
Technical operators can use this screen as a reference for the next available appointment when scheduling a ticket.
What is Scheduling (563)?
400
If a customer calls back because they received an automated message regarding a TTM, the Technical Operator must do this.
What is cancel the IVR (Alarm log tab)
400
CID 602600E869 has not communicated since this date, that we can see.
What is June 7th, 2012
500
Customer says that when alarm is triggered the siren doesn't go off.
What is test with customer to ensure siren is not ringing. If not, then SET UP SERVICE.
500
The Technical support procedure guide has this many pages total
What is 87?
500
Technical support can sell warranty to residential customers but not this kind of customer.
What is Commercial. (It should be forwarded to Commercial Sales.)
500
Currently we do not activate the IVR for this type of account.