| A | B |
|---|
| AU | To verify customer account, edit or add authorized users, pin #, secret question/secret answer and preferred method of notification(email or USPS) |
| AC_ | To view notes of any adjustment applied to an account. |
| CA_ | To process payments for $10 pay by agent fee |
| CC_ | To view and add notes to an account. |
| CL _ | To view/read break down of customers bill (display w/ totals), view buckets, due date, cycle day, adjust by service credit, connect date, pending payments, deposits, unapplied adjustments, write offs. (*will use on every call) |
| CM_ | To update customer contact phone number, change language preference (English/Spanish) and make minor name corrections |
| CO_ | Scheme sub screen: to view collection events: calls, letters, to view soft disco date if pending |
| CS_ | To view customer monthly reoccurring services/charges, to view package, view promotions start/end dates (sub screen-pricing), to view price protection start/end dates(sub screen-price protect), to view monthly rate with and without taxes |
| DE_ | To view if customer has a cash only block on the account. This screen must be review before processing a payment and adding easy pay. View authorized users |
| MP_ | To add easy pay, to update easy pay expiration date/card info, to un-assign easy pay |
| SF_ | To view cycle day, change cycle day (due date), to add/change bill to address, to see how bill is sent paper/email, view statement code and attribute |
| CF_ | To view current outages and view cleared outages |
| CT_ | To view call details: toll charges, numbers called, date and time, city and state, to view TN services, to verify a collect/3rd party block, to view LPIC/PIC carrier codes and to view telephone numbers |
| EQ_ | To view # of equipment, type of equipment, view returned equipment dates |
| HM_ | To find node (scroll down one time), this number is going to be entered on the customer flash screen to see cleared outage info |
| PH | To view purchased PPV movies/events; title, cost, date/time order, and serial # of box ordered from, to credit PPV’s, to see how PPV was order; remote, web, CSR |
| PK | To order PPV sports packages |
| PV | To order PPV movies and events for customer over phone |
| SE_ | To look up customers account by: phone number, name, address or account number, to view status of account |
| TH_ | To find the finding and solution description of a completed work order. This will help determine if the service call fee is valid. |
| VI | To view purchased on demand movies; title, cost, date/time, and serial # of box ordered from, to credit on demand movies, and view credit limit |
| WO | To view work order status; not codes, completed, canceled, to view date and time, to view type of work order; install, trouble call, non-pay disco, special request, upgrade or downgrade |
| CB_ | To add or remove cable service codes |
| CN_ | To cancel an open (not coded) work order |
| CQ_ | Telephone questionnaire for new phone installs that needs to be filled out if porting. If not porting need to enter none in CQ screen. |
| CR_ | To run an external credit check |
| DI_ | To start a disconnect work order |
| ES_ | Enter sales rep #, add/remove campaigns, add/remove packages, to add/remove price protect |
| IN_ | To start an installation work order of a new line of business |
| OS_ | Summarize order; new monthly rate, prorate, schedule date/time. We only press enter on this screen |
| OT_ | To add one time charge codes and notate work orders |
| RC_ | To start a reconnect work order on a former account |
| RS_ | To reschedule an open work order (not coded or future bill) |
| SC_ | To start a service change upgrade or downgrade |
| SR_ | To start a special request order; drop ship return equipment, add/remove trap, tech assist self-install order |
| SS_ | Schedule a date and time on a work order, on certain phone order enter a stage code TD |
| ST | To see if services are serviceable in certain areas, and to see if phone service is a TH-hybrid or TY-packet switch |
| SV | To change existing open work order (not coded or future bill) |
| TS | To add/remove phone service codes, change #, directory, LPIC/PIC, add/remove phone packages, add phone one time charges |
| HS | To add/remove CHSI service codes |
