Telephone Feature Changes Article no. 1929

Introduction

Authenticate 2 Security Questions OR the CPNI PIN and one (1) Security Question before discussing or changing any applicable CPNI and PII-protected information; customers cannot opt-out of CPNI verification

When adding / changing phone features in ICOMS, advise your customer it can take approximately 30 minutes to become active 

    1. Service Change [UD]

    1. Work Order type: Internal Order

  1. Enter to Order Entry Services [ES]; fill in the Sales Reason and Campaign fields as needed

    Telephony Services [TE]: add appropriate service codes; see Simon spreadsheets for Residential and Business
     
      • Caller ID Block:When adding Caller ID Block, highlight the phone number, click Change, then click the Question Mark next to Caller ID code

      • Select R (Restricted) to block the number from appearing on outgoing Caller ID display

    • When removing the Ultra feature package to a No feature option; use the SWAP Service Option
       
  2. On the One Time Charges [OT] screen
     
    • All phone features except voice mail PIN change:
       
      • Residential:  add RSVCTEL and zero out the charge
         
      • Business:  add SSVCTEL and zero out the charge
         
    • For voice mail PIN changes, add RVMREST
       
      • If customer has more than one phone line, select phone line on TE Screen, click on OTC button and add code
         
      • The Voicemail PIN cannot have more than two repeating digits
         
    • Check the Office Only box, Enter through to the Order Summary screen, then Enter to Truth in Billing screen, Exit to Feature Detail [FD] screen
       
  3. Fill in the Feature Detail [FD] screen as needed; not all feature changes require updates
     
    • For those that require updates, please see the individual features below
  • UCF PIN Rules 
     
    • Can't be all the same digit (ex 1111 or 4444)
       
    • Can't have more than two repeating digits (ex 1100 is acceptable; 1110 is not)
       
    • Can't be in numerical sequence (ex 1234 or 6789)
       
    • Can't match any part of the phone number
       
  • Feature Detail [FD] screen
     
  • Type a valid 4 digit PIN in the field under Ultra Call Forward / Access PIN
     
  • Hit Enter to complete the order
  • Feature Detail [FD] screen:
     
    • Type the 10-digit forwarding number in the field under Busy # or No Answer # 
       
    • Then, type the number of rings to wait before forwarding in the field under # of Rings and hit Enter to complete the order
  • CA, OR and WA

    • Service Change (UD)

    • Internal Order; Select

    • Select

    • One Time Charge Screen (OT); SFDPHN

    • Office Only

    • Enter to the W / O Feature Details Maintenance Screen

    • Page down till you see the Basic Voice Mail

    • In the To field change the number of rings

    • Enter through the order

  • All Other Markets

    • Feature Detail [FD] screen:

    • In the field under How Many Rings, type the number of rings (02, 03, 04, 05, 06, 07, 08, 09)

    • Broadworks only (Grande Texas) - up to 20 rings (02, 03, 04, 05, 06, 07, 08, 09, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20)

  • Hit Enter to complete the order
  • Grande Texas Broadworks digital phone only: reset voice mail PIN in the BOLT Phone Manager
     
    • On Telephone tab, click Phone Manager
       
    • Select Voice Messaging (on right)
       
    • Click on icon (triple lines)
       
    • Select Edit Settings  
       
    • Enter a minimum of 6 digits for the password (see PIN rules below)
       
    • Confirm new password
       
      • For non digital phone VM PIN resets, follow steps as below
         
  • Instructions for CA, DC Metro, IL, IN, MA, NY, OR, PA, enTouch TX and WA
     
      • Service Change [UD]; Work Order type: Internal Order
         
      • Enter to Order Entry Services [ES] screen; fill in the Sales Reason and Campaign fields as needed
         
        • Only Line:

          • One Time Charges [OT] screen, add RVMREST

        • More than one line:

          • TE screen; highlight the TN that needs password reset

          • Click on OTC, add RVMREST

      • Check Office Only box, Enter to Order Summary screen, Enter to Truth in Billing screen 
         
      • Exit to Feature Detail [FD] screen
         
      • Type a valid 6-digit PIN (see PIN rules below) in the field under Voicemail Password Reset / New PIN 
         
      • Enter to complete order
         
        • Invalid PINS are rejected by our system; changes will not take effect, and customers won't be able to access their Voice Mail

      • New PIN can take 30 minutes to become active

    • Note: ICOMS requires a 6 digit PIN; customers who request a longer PIN can access their voice mail by dialing *98, follow the tutorial and change their PIN anywhere from 6 to 20 digits
       
  • PIN Rules:  
     
  • Can't be all the same digit (ex 111111 or 444444)
     
  • Can't have more than two repeating digits (ex 110022 is acceptable; 111000 is not)
     
  • Can't be in numerical sequence (ex 123456 or 456789
  •  Can't match any part of the phone number
  • To change to the language to English or Spanish contact Voice Support - Alvaria Speed Dial Description: Switch

      • After hours:

    • Click Create Work Order or Technical Case
       
      • Fill out the information as described below and click Submit
         
        Trouble Call or Tech Case:  Trouble Call
        Service Category: Telephone
        Problem Description: Voice Mail
        Select: Affected Phone line
        Notes: Contact Phone, Contact number, and any relevant related info

Article ID: 340
Created: February 17, 2024
Last Updated: February 17, 2024
Author: shekhar-retail@teamhgs.com [shekhar-retail@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=340