Do not submit a Service Now Ticket for this issue

• Access the account in BOLT

• Click on the MOP / Pymt Hist Tab

• Click on the Unlock button

• If unresolved, call the Control Desk for resolution

• Package Pricing: ICOMS/BOLT pricing doesn't match correct package rates
   
• Statement Pricing: bill statement doesn't match ICOMS/BOLT pricing
   
• LD/International Billing: calls are not billing according to the plan
   
• Duplicate Fees: fees are charged more than once in error
   
• BillView Statement (Show Bills / Notices) Unavailable: missing recent statements.  Note: statements older than 6 years are only available on microfiche
   
• AutoPay Billing: payments are not taken on the correct date
   
• Bulk Account Billing: rates are incorrect; Customer Flash Screen needs updating
   
• Tax Issues: tax amounts are incorrect

Create a Service Now Ticket to Submit a Request

PIN is missing from the BOLT Customer Info page and ICOMS [CQ] screen 
 

• Category menu choose Other ICOMS issue 
   
• Summary of Ticket subject is Missing CPNI Pin 
   
• Provide the site, account number and a brief summary in the description field
   
• The customer will receive an email with further instructions on how to set a Pin 

Change PIN

• Category: menu choose Other ICOMS issue 

• Summary of Ticket subject is: Change CPNI PIN

• Provide the site, account number and a brief summary in the description field

• The customer will receive an email with further instructions on how to set a Pin 

Before submitting ticket the work order must be completed on prior account and the phone number disconnected.

• Summary of Ticket or Subject line: ICOMS Site, Account number and Release and Reserve TN

• Description: Follow the guidelines and examples below when making a detailed ticket description

• Enter the phone number to port or reserve

• Include the account number for assignment

• If moving from one account to another, list both accountsAdd justification for moving or relasing the TN 

• For example: This is a name change or is a D-Ring # being change to their primary line

For Business requests, enter the TN type for E911 reasons. For example Line type is DID's, Tele branch or remote call forward lines

• A phone number can be reserved for later release when:
   
  • Adding, Changing or Removing Distinctive Ring Number
     
  • Swapping and Changing a Distinctive Ring Number (Port)
     
• Exit and Retain the Work Order before submitting your ticket
   
•  Important: include when filling out the ticket

• Note BOLT after submitting the ticket, using the examples below:
   
  • Release and Reserve:
    
    Release and reserve NPA-NXX-XXXX
    
    Ticket #
    
    From account # to account #
     
  • Port:
    
    PORT NPA-NXX-XXXX
    
    Ticket #
    
    CARRIER ACCT & PIN (any mobile carrier, also YMAX)
     
• You are responsible for adding the released phone number to the account once the ticket is resolved

When porting a number and getting error "Ported TN is invalid or un"
 

Summary of Ticket or Subject line: ICOMS Site     Ported TN
ICOMS account number
Description: Follow the guidelines and examples below when making a detailed ticket description

-Enter the phone number to port or reserve
-Include the account number for assignment
-If moving from one account to another, list both accounts
-Add justification for moving or relasing the TN 

For Business requests, enter the TN type for E911 reasons. For example Line type is DID's, Tele branch or remote call forward lines

• Exit and Retain the order

• Submit a Service Now Ticket
   
•  Important:     Include when filling out the ticket

 
• Note BOLT after submitting the ticket

We can provide call detail statement records for up to one year
 

• Requesting Call Detail

• Unresolved pre-req issues
   
• Can't add an active MRC or OTC
   
• Active campaign is not discounting
   
• Occurrence errors resulting in pre-req issues, etc
   
• If a confirmation notification was not received / sent in error, as in Change Notifications
   
• Can't complete / move forward with a Work Order; usual ICOMS functionality is lost
   
  • Exit and Retain the the Work Order before submitting your ticket
     
• Delete a new Occupant when the current active customer retains services

 
• See also Account Ownership Change