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Final
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  1. 6 Regional Bell Operating Companies
    • §  Pacific Bell
    • §  Nevada Bell
    • §  Southwestern Bell
    • §  BellSouth
    • §  Ameritech
    • §  SNET
  2.  Legacy B – 9 states
    • o   Kentucky
    • o   Tennessee
    • o   North Carolina
    • o   South Carolina
    • o   Georgia
    • o   Alabama
    • o   Mississippi
    • o   Louisiana
    • o   Florida
  3. Legacy S – 13 states
    • o   Nevada
    • o   California
    • o   Wisconsin
    • o   Illinois
    • o   Indiana
    • o   Michigan
    • o   Ohio
    • o   Connecticut
    • o   Texas
    • o   Oklahoma
    • o   Kansas
    • o   Missouri
    • o   Arkansas
  4. Legacy T
    • RANGE OF PRODUCTS
    • Provides service to all 48 states
  5. T 1 providers
    Do not pay royalties to other providers to lease their network
  6. POTS LINE
    Plain Old Telephone Service, Also called 1FB in AT&T terms
  7. Copper
    Type of facilities used for transport. POTS, T1’s, DSL are MOST likely delivered on Copper facilities. Also known as “twisted pair”. Standard wiring
  8. o   Hunt Group
    • §  POTS lines connected together so a company can avoid busy signals and have “open” lines to place outbound calls.
    • ·         Configuration that is requested that AT&T provides
    • ·         Strictly with businesses (similar to call-waiting, except someone will always answer)
  9. Long Distance
    Difference in wire line is you can have an AT&T POTS LINE but have Sprint as the LD carrier. We want to make sure all customers have an “AT&T” LD plan on any of its AT&T POTS LINES
  10. PIC code
    • ·         Direct reference to long distance
    • ·         Denotes who the long distance carrier is
    • ·         Three types:
    • o   Intrastate – within states
    • o   Interstate – between different states
    • o   International
  11. NPA-XXX
    The area code and exchange of a telephone number
  12. o   Integrated Switched Digital Network – ISDN
    • §  An ISDN line rides on a T1 and it’s terminated into a customer’s phone system.
    • §  It provides the ability for 23 inbound & outbound simultaneous calls, but you can have as many numbers are you need
    • ·         Max of 23 people can call the line that won’t get a busy signal
    • ·         24th person to call will receive a busy.Businesses can have multiple ISDNs
  13. o   Fiber
    • §  Type of facilities; DS3, EaMIS, OC-X are delivered on fiber facilities.
    • §  Fiber is just the “hot term” right now.
    • §  It is superior to Copper in that is allows for higher speed transmissions.
  14. o   Internet Protocol – IP
    • §  Standard or principal form of communication for traversing data packets across public, private or internetworks.
    • §  IP technology converts analog voice into digital packets to support telecommunication over Internet Protocol Networks.
    • §  IP is dedicated
    • ·         A circuit service or line that is dedicated to customers or business and the Solely leased a piece of the network, whereas others are a switch board
  15. o   IP Flex
    Solution that provides voice & data across a common transport solution most commonly deployed over Managed Internet Service
  16. o   T1 or DS1
    • §  A 1/544 Mbps point-to-point, dedicated, digital circuit provided by the telephone companies
    • §  Commonly used for:
    • ·         Connection to ISDN services for voice
    • ·         Connection to a IP router to provide a large dedicated connection to the internet
    • ·         Connection to a IP router to provide a dedicated connection to a private networkConnecting two points
  17. o   DS0
    • §  64 kilobits per second.
    • §  Represent one channel of a T1(23 phonecalls)
  18. o   ISDN PRI (Primary Rate Interface)
  19. §  1.544 megabits per second.
    • §  24 channels (like a TI)
    • 23 used for voice (B channels
    • Plus 1 signaling channel ( D channel
  20. o   T1/ DS1
    §  1.544 megabits per second(24 DS0 lines)
  21. o   T3/ DS3
    • §  44.768 megabits per second
    • §  (28 T1 channels)
  22. ·         Public Switched Telephone Network (PSTN)
    • o   Network Structure of PSTN
    • o   Network Elements:
    • o   Telephone sets
    • §  Convert mechanical energy (voice waves) to electrical energy and back again
    • o   Loop (line)
    • §  Customer connection to network
    • o   Basically allows access using lines, trunks, and switches
  23. §  DEMARC
    • ·         AKA MPOE (minimum point of entry)
    • ·         POINT AT WHICH THE TELEPHONE COMPANY NETWORK ENDS AND CONNECTS WITH THE WIRING AT THE CUSTOMER PREMISES
    •  
  24. ·         PBX
    • o   A private branch eXchange (PBX) is a telephone exchange that makes connections among the internal telephones of an organization and also connect them to the public switched telephone network (PSTN) via trunk lines
    • -Basically like a company’s own switching office
  25. Key System
    • o   A key system is a multiline telephone system typically used in small office environments.
    • o   Each button on the phone represents a phone line.
    • §  Rarely seen in the marketplace today due to the advent of Hybrid systems
  26. ·         Hybrid System
    • o   Contains elements and features of both PBC and Key Systems.
    • o   Hybrid systems now dominate the marketplace, particularly the mid-market.
    • o   Provides limited PBX functionality at a smaller scope and price
  27. o    Mobility
    • §  IRU
    • §  CRU
  28. o    DATA/IP
    • §  DSL
    • ·         Switch service, no service-level agreements (best-effort service)
    • ·         Speeds up to 6 mbps
    • §  Uverse
    • ·         Bundle offering (internet, cable, local & long-distance calling)
    • §  Managed Internet Service (MIS)
    • IP flex
    • ·         (IP FLEXIBLE REACH)
    • ·         Customer would have to have equipment
    • ·         Limited amount of calling
    • §  VDNA
    • ·         Voice DNA
    • ·         no capital expenditures bc it is hosted by AT&T’s network
    • ·         “free calling”
    • §  IP Toll Free (IPTF)
  29. §  MPLS (multi-protocol label switching)
    • ·         Creates a private network for customers
    • ·         Creates ability to communicate with each other via intranet
    • ·         Creates a dedicated intranet for customers between sites
  30. ·         Types of MPLS
    • o   PNT (private network transport)
    • §  Managed or unmanaged
    • §  Domestic only
    • o   AVPN (AT&T virtual private network)
    • §  Flagship offer/ lead offer
    • §  AT&T AND CUSTOMER MANAGED
    • §  Offer domestically or internationally
    • o   EVPN (enhanced virtual private network)
    • §  Being phased out
    • §  AT&T Managed only
  31. §  Frame relay
    • ·         Creates private network for customers ·         Rides on an older data network
    • -         Physical PVC that creates access to tunnel to communicate with eachother
  32. §  Private line
    ·         runs on switch network2 local access channels & 1 IOC (inter office channel
  33. o   Application services (cloud-based services)
    • §  AT&T Connect
    • ·         (used for web seminar) Software
    • §  Web Hosting
    • ·         Hosting website on AT&T services
    • §  Security services
    • ·         Such as firewall, web security with different options
    • §  Consulting
    • ·         Consult with business with their tech needs, network, growth, etc.
    • o   Sell services on behalf of spohn
    • §  Synaptic Hosting
    • ·         Provide infrastructure for customer’s in AT&T’s cloud
    • §  Synaptic storage
    • ·         Storage infrastructure
    • §  Tech 360
  34. o   Infrastructure (voice services)
    • §  Domestic LD
    • §  INT’L LD
    • §  Toll Free (Domestic and International)
    • §  Teleconferencing
    • §  Calling Cards
    • §  Local Service
    • ·         Different POTS and & access lines
    • ·         PRIs & BRIs (primary and basic rate interface)
  35. o   MOW (most of world)
    • §  Foreign currency
    • §  Any of solution billed to a foreign company
    • §  GMIS
    • ·         (Global MIS)
  36. ·         OIL
    • o   Offer Information Library
    • o   Pricing for solutions/ equipment
    • o   Information on promotions
    • o   Information on Competitors
    • o   Information relevant to your region
    • o   ULTIMATE WIRELINE INFORMATIONAL PORTAL
    • o   Job aids on pricing, sales process, presentations
  37. ·         AE Emailer
    • o   A tool used to blast information to customers
    • o   Has a lot of collateral information to relay to customers
  38. ·         Sales One
    • o   Information portal
    • o   Step by step tutorial about the Sales Process
    • =Portal to generate proposals
  39. ·         SAART
    • o   Sales Account Assignment and Results Tracking
    • o   Allows information related to customer’s TBR
    • §  (Total Bill Revenue)
    • o   Displays Account’s assigned to you in your region
    • o   Displays other employee’s accounts assigned to them
    • o   Displays services a customer uses
    • o   Wild card %
    • o   Use this for “scrubbing” accounts
  40. ·         BCI
    • o   Business Customer Intelligence
    • o   Similar t0 SART
    • o   2 months behind
    • o   Can look at customer’s contracts who are about to expire
  41. ·         Find my Customer
    • o   Data warehouse to find customer information
    • o   Gives composite view for Legacy T account numbers
    • o   Pull up SVID
    • §  A unique company identifier
    • ·         Similar to AT&T u-id (parallel)
    • o   Pull up MCN
    • §  Master Customer Number
    • §  Given to any customer that has data or IP service
  42. ·         Docviewer
    • o   Physically pull contract from any legacy for customers
    • o   CPE contracts
    • o   Displays legacy T bills as well
  43. ·         ECATS
    • o   Read only documents that Docviewer displays
    • o   Allows you to see a company’s contract information
  44. ·         EBV
    • o   Enterprise Bill Viewer
    • o   Displays bills from legacy S and Legacy B accounts
    • o   Displays customer service records
    • §  Itemized information of services
  45. ·         VIP
    • o   Virtual Integration Prototype
    • o   Also shows CSRs for accounts
  46. ·         SPM vs. BOM
    • o   Sales planning manager vs. Business operation Manager
    • o   Wireline vs. Mobility
    • o   Involved with moving accounts
    • o   Involved with reshuffling the hierarchy
    • §  (back-end work)
  47. ·         BTN
    • o   Telephone number + a code
    • §  For local & long distance calling
    • §  In legacy S&B
    • ·         NOTE*** when the first 3 digits/letters are not an area code, it is not a BTN account
  48. ·         IP services
    • o   Always start with 831
    • §  MIS, VOIP, MPLS
    • §  Typically between 11&13 digits
  49. ·         ABN
    • o   AT&T Business Network
    • o   A legacy T contract
    • o   Start with 171
    • o   Bundles voice, data, and mobility (if they customer has voice services) and they bundle it with their MLS service, then it is no longer a 831 accounts.. becomes a 171 account
    • o   Sub accounts:
    • §  Main account number in bill is 831
    • §  However, sub accounts have specific numbers as well:
    • ·         124 – outbound, switched
    • o   Any phone or charges suggest its coming from customer’s location going out and that it is long-distance
    • ·         131 – toll-free, long-distance
    • ·         176 – outbound, dedicated
    • o   Long distance service over a T1
    • o   A circuit service or line that is dedicated to customers or business and the destination is solely the customer’s.
    • o   Specific set of BAN width
  50. ·         AIO
    • o   All in one services
    • o   Starts with 030/ 020
    • o   Bundle local & long distance
  51. ·         DATA
    • o   Data account numbers
    • o   Starts with 800
    • o   Services include:
    • §  Private Line
    • §  Frame Relay
  52. ·         Enhanced Toll Free Features
    •    Always starts with 999
    • §  Time of day routing
  53. ·         Thrifty
    • o   Technically a biller
    • o   Starts with 05
    • o   Not necessarily a service
    • §  But various services can be billed under this platform
    • Such as local or long distance
  54. ·         BusinessDirect
    • o   Customer portal for wireline services
    • o   Billing, ordering, trouble-management (for customers)
    • o   AEs can only view & analyze bills
  55. ·         RDS
    • o   Reduced Data Set
    • o   Wireline reps use this to issue disputes on behalf of customer bills and to potentially issue customer credits
    • §  Credit flat rate, after 4 hour window has passedAT&T has a 4 hour guarantee
  56. ·         AT&T Business Service Guide
    • o   SLAs
    • §  Service level agreement
    • §  A guarantee/ commitment of a service that we will be providing the customer
  57. ·         RDA Book Index
    • o   Strictly for 5 state mid-west / Ameritech
    • o   Focuses on technical information, product information & billing information
  58. ·         CDST
    • o   Address look-up tool
    • o   To pull NPA-NXX’S
    • o   Pull LEC information
    • o   Split amongst vendors
    • §  Always choose NXX with a N next to it
  59. ·         ASOC
    • o   Verify the LEC
    • o   Determine if we can provide Legacy T local service availability
    • §  That are being put under an ABN account
    • o   Access by clicking button titled:
    • §  Local Service Availability
  60. ·         G-INOS
    • o   Distance in miles from customer  location to closest AT&T Central Office
    • o   Always 1.544 mbps
    • o   Determined on how much we can charge the customer depending on port and access
  61. ·         ROAM
    • o   In reference to ABN
    • o   Local service inventory
  62. ·         ROME
    • o   CLAIM SIP’S
    • §  Sales incentive protocols
    • §  NOT UNTIL INK IS ON CONTRACT
    • o   Create/update opportunities
    • §  Manage funnel
    • o   Run credit checks
    • o   Submit support requests
    • §  Custom contracts
    • §  Custom terms
    • §  Custom pricing
    • o   Get counter signatures
    • o   Check service availability
    • §  BVOIP
    • §  Opt-e-wan
  63. ·         AT&T’s Vision
    Connect people with their world, everywhere they live and work, and do it better than anyone else.
  64. SPECTRUM
  65. §  Limited amount of spectrum that AT&T can cover
    • §  “Wireless highway”,  carries frequency
    • o   Example: cell phone call from ATL to San Fran
    • §  Dial, signal goes to a spectrum through the wireline infrastructure/ the MTSO (mobile telephone switching office), to CO (central office) to PSTN (Public Switch Telephone Network) to CO, to MTSO
    • §   Cell tower àMTSOàCOàPSTNàCOàMTSOßCell Tower
  66. GPRS theoretical peak
    48 kbps
  67. EDGE theoretical peak
    237 kbps
  68. UMTS theoretical peak
    384 kbps
  69. §   HSDPA theoretical peak
    3.6 mbps
  70. HSPA theoretical peak
    , 7.2 mbps
  71. HSPA + theoretical peak
    , 21.6 mbps
  72. LTE theoretical peak
    • §   73 mbps
    • ·          No voice-over LTE as of today
    • ·          Can deliver 4g speeds with enhanced backhaul
  73. GSM
    • o   Consistent with worldwide standards
    • o   Efficient path to LTE
    • Fallback to faster HSPA
  74. ·         CDMA
    • o   Significant technology shift to LTE
    • o   Limited device options in early years
    • o   Fallback to slower ED-VO (theoretical peak for 3rd generation, 3.1 mbps)
    • §  Hit a wall, had to make a shift in technology
    • §  Important to understand for Verizon’s LTE service:
    • ·         Once they are outside the LTE connection, they plummet dramatically from theoretical peak of 100 mbps to 3.1 mbps theoretical peakWhereas AT&T falls down to 21.6 mbps3g and then a 7.2 mbps 3g
  75. o   CRU
    where the business is responsible for paying the mobility bill
  76. o   IRU
    is where the end user is responsible for paying the mobility bill
  77. o   Enterprise Contract Profile Viewer (ECPV)
    • §  Provides visibility to who the FAN rolls internally (AT&T contacts)
    • §  Customer contacts (AOP- authorized Order Placer)
    • §  You can see the type of contract they have (AMB-ISBS-MAC)
    • §  You can see the CRU and IRU
    • §  Offer elements: service discounts + automatic credits + acquisition creditsBANs tab – for finding all the BANs rolling under a FAN ( eg. Multiple locations)
  78. Foundation Account Number (FAN): 
    •    this is also known as the agreement ID number and makes sure that the Seller is paid (no FAN, no pay) and that the business account receives the following benefits:
    • §  A dedicated Account Executive
    • §  8% discount on standalone mobility (in order to receive the discount must have 5+ lines with AMB)
    • §  Waive activation & upgrade fees on all new lines that are added
    • §  Free shipping on their devices
    • §  Premier web portal where a customer can manage their account as well as shop for accessories or new devices
    • §  Access to dedicated business support line, the Key Contact Center (KCC): 866-288-7629
    • §  Have an account executive tied to their business account
  79. o   Billing Account Number (BAN)
    • §  Each customer has their own individual account number
    • §  accounts have one FAN but, could have multiple BANs, thus separate bills going to different locations.
  80. o   Cellular Telephone Number (CTN) contain the following Units:
    • §  Voice
    • §  Data: what’s an example of a data only device? A laptop card!
    • §  Apps/Features: texting, international plans, restrictions
    • §  AT&T Mobile Applications (AMA): D1 (get paid on) vs. D2 (don’t get paid on: texting, international plans, etc…) applications
    • §  everything with a SIM card has a phone # (a CTN) attached to it
    • §  Vesting Period: 6 months for Voice, 1 year for Data, and 1 year for AMAs. If the customer cancels within this vesting period then you are charged back in your compensation
  81. o   The following information is required to set up this agreement:
    • §  Company name
    • §  Federal Tax ID (for a credit check)
    • §  AOP / authorized order placer (owner, officer)
    • ·         Full name
    • ·         Phone # (office, cell)
    • ·         Email
    • o   E-Signing purposes
    • §  Used for T&Cs (terms and conditions)
    • ·         Physical/Billing Address
    • ·         Domain name
    • o   Needed for premier portal
    • ·         1 CRU line
    • §  If setting up ports & new lines:
    • ·         CTN
    • ·         Carrier
    • ·         BAN
    • ·         Acct. Name
    • ·         Acct. Billing address
    • ·         Passcodes
    • ·         AOP
  82. o   AMB:
     AT&T Mobile Business agreement is an agreement that is strictly for small business customers

    • §  5 or more lines to receive a discount
    • ·         Discounts only apply to Units w/ a $30 MRC (monthly recurring charge) or more
    • o   V+D+A
    • §  Example: Voice- $10, Data $45, Application $21.99
    • ·         Only discount is applied to Data
    • o   GA = SIM = Line
  83. Benefits of an AMB:
    • §  Premier website
    • §  Discount on their mobility services
    • §  Waived activation fees $36 per line and $18 early upgrade fee
    • §  Instant rebates (no debit card/mail in rebate)
    • §  Free shipping on all orders
    • §  Key Contacts Center (KCC: 866-288-7629)Post Call Notifications (PCN) – show example
  84. ISBS: Integrated Small Business Solution that allows wireline products
    •    this agreement is the similar to an AMB but a couple of differences
    • o   6% discount for 1-4 lines
    • o   10% discount for 5+ lines
  85. ACDA: AT&T Corporate Digital Advantage(mainly used in our larger markets NBM and PCG)
    o   Every time you create an ACDA agreement ICB (individual case basis)/ OD&N (offer development & negotiations) offer development and they are going to require you to give you CI (competitive intelligence anything Verizon quotes)
  86. two types of agreementsACDA
    • ·         MAC (Minimum Annual Commitment) of $45,000 a year and 50 CRU; their discount depends on their spend
    • Ø  If they do not meet their MAC then they are hit with a shortfall and the customer has to pay to meet the agreement
    • ·         Attainment: customer must pay a minimum of $250 a month and must have a minimum of 6 lines. Does not require an annual commitment this is perfect for accounts in a medium to large sized business
  87. SBPL: Small Business Personal Liability is an agreement where the credit is ran off of their personal information (social security)
    • o   Only used in this type of agreement:
    • ·         This agreement is used whenever there is an issue with the credit ran off the federal tax ID and the deposit is $300 + $500 + $750 + $1,000+
    • Ø  if a deposit is less than $1,000 then you can waive that deposit by going through the CART tool deposits are per line

    • ·         With CART tool, you have to perform a site visit & confirm that it is a legitimate business
    • o   If deposit can still not be waived, then we use SBPL
    • ·         Uses SSN
    • ·         RECEIVES NO BILL TO AIR
    • ·         LIMIT OF 5 LINES (every 6 months)
  88. ·         Early Termination Fees (ETFs)
  89. o   ONLY WHEN YOU BUY A NON-SUBSIDIZED DEVICE
    • o   Smart phone ETFs start at $325 in the second month of the contract and decline at $10 per month throughout the term of the contract
    • o   Voice Only phone ETFs start at $150 in the second month and decline at $4 per month throughout the contract
  90.  IMEI
    Ø  International Mobile Equipment IdentificationA 15 digit unique code to identify a GSM device
  91. ·         PEARS
    • o   Enter phone number in system
    • o   Shows current carrier whether it is mobile or wireline
    • §  Shows if number is portable
  92. ·         Clarify Lite
    • o   Used to issue billing credits for mobility customers
    • o   Good will credits
    • §  for retention purposes
    • ·         takes 2-3 billing cycles to be honored
  93. ·         Premier
    • o   Customer-facing portal
    • o   No access for AE’s
    • §  Strictly customer access
    • o   Customers use this for:
    • §  Viewing bills
    • §  Add services
    • §  Change rate plans
    • §  Order NEW OR REFURBISHED EQUIPMENT
    • ·         (Like online banking/online shopping)
  94. PRC
    • o   Premier Resource Center
    • o   AE’s use this to make changes to customer’s Premier Site
    • o   Create Customer’s Premier Site
    • o   Create Logins to customer’s Premier Site
  95. SMART
    • o   Runs 2 reports:
    • §  Activity report
    • ·         Shows gross adds/new sims (measurement of mobility) activations within a zip code
    • §  Subscriber report
    • ·         Gives specific information about a CRU’s FAN
    • ·         Shows usage charges for the past 3 months
    • ·         Gives specifics on the type of equipment a customer is using
  96. ECPV
    • o   Enterprise Contract Profile Viewer
    • o   Read-only system
    • o   This system displays very specific information about a customer’s account:
    • §  Displays Authorized Order Placers/ AOPs
    • ·         Name, Email, Phone Number

    • §  Displays which type of agreement
    • §  Displays discount structure
    • §  Displays pricing envelopes
    • ·         Used to offset early termination fees whenever a customer switches to AT&T
    • ·         “we understand the burden of switching carriers, so I am going to offer you a pricing envelope to help you alleviate some of those costs”
    • ·         Levels of pricing envelopes: (per line)
    • o   $50
    • o   $100
    • o   $150

    • §  Displays customer’s seller/ AT&T owner of account & consultants
    • ·         Wireline primary
    • ·         Mobility overlay
    • ·         TSC
    • ·         MAC (mobility application consultant)
    • ·         VMAC (virtual mobility application consultant)
    • §  Displays IRU
    • §  Displays whether or not a business is serviceable in retail
    • ·         If customer has a customized agreement, they are not serviceable in retail
    • §  Displays viewer account numbers on FAN
  97. ·         Telegence
    • o   Read only version of phoenix
    • o   View customer’s mobility services
    • o   View contract information
    • o   View type of equipment a customer’s is using
    • o   Find customer’s bill
    • §  View specific details about bill:
    • ·         Number of active lines
    • ·         Number of cancelled lines
    • ·         Number of total lines had with AT&T
    • ·         Total number of calls & minutes
    • ·         Amount of data used
    • o   Find customer’s billing passcode
    • o   Fine FULL federal tax id
    • o   View memos
    • o   Find BAN & FAN number
  98. ·         ROME
    • o   Combination of Mobility & Wireline System
    • o   System used on a daily basis
    • o   Wireline sellers & mobility sellers use ROME differently
    • o   Used to view & add AOPs
    • o   Find location id*

    • o   Log activities:
    • §  Cold calls
    • §  Appointments
    • o   Create opportunities in ROME
    • §  Prospects, leads, etc
    • o   Manage your funnel
    • §  3 types of funnels
    • ·         30 day
    • o   3x quota for total opportunity
    • ·         60 day
    • o   5x quota
    • ·         90 day
    • o   7x quota
    • o   MARK SALES
    • o   View & Manage Forecast:
    • §  30- day window
    • §  What you are reporting of your sale-closings to your manager
    • ·         20%
    • ·         50%
    • ·         80%
    • ·         100%
  99. ·         Phoenix
    • o   MOST IMPORTANT SYSTEM YOU WILL UTILIZE FOR MOBILITY
    • o   Used for:
    • §  creating agreement
    • ·         location ID* (more description at a later date)
    • o   how accounts are identified
    • ·         can accept agreement on customer’s behalf
    • §  create a credit check
    • §  Ordering equipment
    • ·         Order equipment first
    • ·         Port a number
    • ·         Then you add a rate plan
    • §  ORDER TRACK
    • ·         Shows where EOL equipment is!
    • §  Maintain customer service
    • ·         View their bill to:
    • o   See if their a billing issue
    • o   1st bill reviewTo make customer aware of pro-rated charge
    • Voice plan
    • Data plan

    • ·         Features added
    • o   View billing pass-code
    • o   View billing groups
    • o   Change rate plans
    • o   Change customer information
    • o   Add standalone plans
    • §  & able to order stand-alone devices at a non-subsidized price
    • o   order accessories
    • o   upgrade handset
    • o   BAN-TO-BAN TRANSFER
    • §  move IRU BAN  to CRU BAN
    • ·         key terms in phoenix
    • o   RMA return label
    • o   Small business eTeam forms
    • ·         White space vs. Green Space
    • o   White Space customer
    • §  A potential customer that does not have AT&T services
    • o   Green Space customer
    • §  A customer that has AT&T mobility services

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