Introduction

Special Instructions for Site 48 Effective October 1, 2023: Service Code Standardization

• For new installations and upgrades, service codes for Modem service and Dynamic IPs must be manually added
• When a Data package is chosen, these codes are currently not built to auto-populate
• Job Aid for Site 48 Standardization

Digital West: send an email to support@digitalwest.net and include the following information:

• Contact Name
• Daytime contact number
• Details of the request

Taking a Deposit / Write Off Payment When Working from Home

• First, offer to create a Selfcare account for the customer, and ask them to access either the Mobile or Web App to make their payment
   
• If the customer declines, offer to transfer the customer to the IVR or send an email with a payment token so they can make a one-time payment
   
• If customer declines again, send the following information to the appropriate contact for your department 
   
  • Subject line: Deposit Needed
  • Site / Account / Address
  • Deposit needed and amount
  • Valid contact name and number
  • Best time to be reached
    
    Departmental Information
     
    • Telesales: email telesales.wb.control.desk@astound.com
    • Care Agents: put the information in the Special Case Chat Room
    • Outsource Partners: see your Team Lead / Supervisor
       

 

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 All Markets

 

 Additional Information for California, Oregon and Washington

 

 Additional Information for Pennsylvania 

 

 Customer must be current, OR a new (non-existing) customer: Message from ICOMS when starting an Install

 

 

Resolution Steps

ICOMS Install / Add Line of Business

1. Select the Work Order Type
    
   • New Installation:
      
     • Task: Install [IS]
        
     •  Work Order Type: Installation
        
     • Place a check next to Increment Occupant Code
        
     • Fill out the Customer Maintenance [CM] screen
        
       • First and last name in capital letters
          
       • Home phone number
          
       • Social Security number
          
       • Select Customer Type O (owner) or T (tenant)
          
       • Select Category R (Residential) 
          
     • Page down on the CM screen to enter or confirm a Preferred Email Address and hit Enter twice
        
     • On the Additional Customer Information [UCUST] screen, enter the appropriate Privacy ID  
        
     • On the Customer Demographic Information [DM] screen, enter the Date of Birth 
        
   • Add Line of Business:
      
     • Review the credit score / debt check in the ICOMS Credit Check tool  
        
       • When the customer has been active for longer than 120 days, a deposit is not required
          
       • Existing customers pay any past due balance
          
     • Task: Service Change [UD] 
        
     • Work Order Type: Schdl TechVisit
        
2. *****Process the Credit Check *****
   
    
3. Order Entry Services [ES] screen with Sales Type, Sales Reason and Campaign
    
   • Note:  adding a Line of Business: remove existing package codes and all campaigns
      
     • Site 48 special instructions for new installations and upgrades effective October 1, 2023
     • Service codes for Modem service and Dynamic IPs must be manually added
     • When a Data package is chosen, these codes are currently not built to auto-populate
     • Job Aid for Site 48 Standardization
   • Click in the Package field and F4 to reach the Select a Package screen 
      
   • Choose a Package Group and click Select the appropriate package 
      
   • Highlight the appropriate Package ID and click:
      
     • Pricing and Promotions
        
   • Click Exit twice, then hit Enter
      
4. On the Select Service screen, use the guided flow to add service codes based on your customer’s needs and hit Enter
    
5. When installing phone, go to the Telephony [TE] screen
    
   • Enter a Regional and Long Distance carrier; if customer declines Regional and LD, enter 0NONE as CIC
      
     • If customer chooses another carrier, choose service code NNOLD (No LD) and appropriate CIC (code is not available in California, Oregon, Texas and Washington)
        
   • For Directory Listing, highlight the number and click Directory to enter preferences
      
   • Enter Caller ID Blocking settings at the customer's request
      
   • Ported phone numbers, highlight the number and click Chg Nbr
      
     • Check Assign Ported TN and hit Enter; type the ported phone number and click OK twice
        
     • Enter Previous PIC / LPIC / IPIC
        
       • If there PIC / LPIC / IPIC is not on the Carrier Listing enter 0NONE and not the comments of the carrier
       
       
        
      
   • Internal Agents: when porting a number and getting error "Ported TN is invalid or un" Service Now Ticket
   
   
   • Outsource Partners: Email information to Supervisor/Team Lead

1. If installing qualified a la carte BYOM modem service
    
   • Deposit required - see scheduling grid
      
   • No deposit required or Install payment- check previous occupant to see if eligible for Office Only
      
     • If eligible, Office Only the work order and add the BYOM 
        
2. One Time Charges [OT] screen
    
   • Add the appropriate One Time Charges 
      
     • Installation and Repair Policy
        
       • For split scheduling with Home Security for enTouch, add truck roll charge for cable, data or phone install
       
       
       • When scheduling home security for a later date, do not charge truck roll fee
          
   • Must offer a 24 hr. back up battery to new residential phone customers; if they want a 24 hr. battery, add that OTC as well
      
     • CA, OR and WA:  Digital Phone Service During a Power Outage
        
     • TX:  24hr EMTA Battery FAQ
        
     • DC Metro, IL, MA, NY and PA: 24hr EMTA Battery FAQ
        
   • If a deposit is owed and take a deposit payment  (not applicable in CA, OR, WA)
      
     • Cable - RCDEPST
        
     • Data - RDDEPST
        
3. Work Order Scheduling [SW] screen
   
   For packages that include Home Security, the work order must be split; schedule all other services as normal and charge truck roll fee
    

   Ported Phone	Follow Port-Out Scheduling
   Deposit Payment Required (no payment made)	Follow Deposit Scheduling
   Install Payment Requested	Schedule in Available Quota
   No Deposit Needed	Schedule in Available Quota

   
   Important! Porting schedule overrides deposit schedule

   Texas State University:  schedule install only Monday thru Friday until 4:00 PM no weekends students must contact Johnny Hernandez

4. On the Order Summary [OS] screen, enter through to confirm the work order
    
5. When installing data, create an email address
    
6. Fill out the CPNI Questionnaire [CQ] screen
    

• Setup Selfcare
   
• Complete TPV for e911 acknowledgement on all phone installs