If a customer insists that you make a plan change and asks for it to take effect right away, the representative must explain that doing so mid-month will lead to this type of invoice
What is pro rated?
100
For IRU and small business accounts, payment research is conducted by _____________ for payments that have NOT posted to a customer's account.
What is The Treasury Group?
100
These End Users can not change the billing cycle that they are asssigned to.
What is a CRU?
100
When someone voluntarily suspends their service due to a lost or stolen phone, they will be responsible for these charges.
What are MRCs and Usage Charges prior to the suspension?
100
Universal Mobile Telecommunications System (or UMTS) is often called this.
What is 3G?
200
This is how long a customer has to set up their voicemail from their wireless handset in their home market
How long is 60 days?
200
When adjustments are done, the account balance is modified at this time.
When is immediately?
200
Once a future dated bill cycle change has been created, this is NOT something we can do
What is Cancel it?
200
Military Suspension is different from all other suspensions regards to these not continuing.
What is Monthly Recurring Charges?
200
If a customer calls in to complain that their Motorola V3 has dust under the display screen, what resource in MyCSP would you use to see if this is a known issue?
What is the Devce Issue Log or the Product Advisory Guide?
300
When setting expectations with customers regarding their new rate plans, we should advise them that roaming calls will take up to this long to appear on their invoice
What is 60 days
300
A Customer calls in claiming to have made a payment. After researching it, you discover the payment was posted to a different account. This is called what type of payment or payment research?
What is a misapplied payment?
300
This is where we look in Telegence to see the customer's most recent invoice
What is Last Bill?
300
What is not a reason a customer may voluntarily suspend thier service?
What is Returned Check/ NSF?
300
This is the reccommended way to access Phoenix
How is Through MyCSP?
400
When we are fixing the system so that it will be as though the customer had the rate plan or feature in question for the whole bill cycle, it is called this
What is a re-rate
400
Small Business, Small Business personal Liability (SBPL), Corporate Government, Consolidated Billing, Corporate Exceptions and Special Handling accounts are all handled by this department
What is BRM or Business Receivables Management?
400
If the customer made a payment for an amount that is different from what was posted, this is called what type of payment or payment research?
What is a Miscoded payment?
400
A verified caller tells you he wishes to reinstate service as he has found his missing phone. His line is part of a family talk plan. At which level will you reinstate the user's service?
What is Subscriber Level?
400
Terms and conditions constitute this between AT&T and the customer.
What is a contractual agreement?
500
These are the toubleshooting steps for billing issues (in order)
What is 1 Gather Information, 2 Use the billing system to troubleshoot and confirm the issue, 3 Check the BILog to determne if the issue has already been identified. 4 Seek additional assistance from your manager, 5 Submit a Clarify Case.
500
These Credit cards are accepted for auto-pay payments
What are Visa (Credit & Debit), Master Card (Credit & Debit), and Discover cards
500
When a customer needs to know how they are using the different types of minutes in their plan, you should direct them to this section of their invoice
What is the Usage Summary?
500
To suspend service in telegence, you must be on the __________ tab and then go to the ____________________ menu.
What is Agreement and Page Options?
500
Features that have charges attached will appear on this Tab in Telegence