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Introduction Customer Care Agents handle all call billing disputes If a customer subscribes to another carrier for Regional / LD / International, they must contact that carrier for credit Resolution Steps Local, Regional and Long Distance Call... Read More

  Resolution Steps    If a customer states their telephone service (Local, Regional (LPIC), Long Distance (PIC)) was changed without authorization: Create a Service Now Ticket to Investigate Slamming Claim  Include the service the customer... Read More

Introduction Suspense Team's Responsibility: Research accounts for bill usage (unguided traffic) on a telephone number that is not being billed  If an account is not associated with the phone number, it is 911 suspended Resolution... Read More

Introduction Checking Rate Centers in ICOMS    Go to the Serviceable Status [SS] page in ICOMS   The Rate Center is listed in the middle of the screen next to RC  Use Telcodata.us to compare the rate center of the phone number  ... Read More

Resolution Steps Call Waiting Fax Ring allows customers with Distinctive Ring and Call Waiting to manage incoming calls  Suppresses Call Waiting for incoming calls based upon which number is called  When active, calls will not forwardÂ... Read More

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 verificationWhen adding / changing... Read More

Resolution Steps Call Logs are a required element in MyRCN Account details, Phone Service and the Ultra Feature Pack  Call Logs allow users to see current call detail on their MyRCN account, both online and mobile  Calls for theÂ... Read More

Resolution Steps Call routing does not facilitate inbound transfers to specific employees within the Call Center Personal calls can not be directed to employees  In case of an emergency, please contact the Control Desk Read More

Introduction Authenticate two (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 verificationUsage and Restrictions ... Read More

Introduction Use the steps below to move an entire service category from one customer billing statement to another Use Merge Billing Statements to combine or merge all billing statements into one statement Resolution Steps   From... Read More