| Features | Proton Queues | General Reminders | Disconnections / Requests | Repair & Extras |
|---|---|---|---|---|
|
User
Advanced Send Welcome Email
Where do we send the welcome package for the customer?
|
TR - Lingo Blaze
What is the queue we use for Lingo Blaze repair?
|
Written / Email
What kind of request is accepted for PCS to process a disconnection?
|
template
MACD form MT ticket
How do we process a disconnect for a VoIP Commercial or Lingo Hosted Express account?
|
Reboot the device in the Grandstream system
What do we do when a customer is reporting issues with their Grandstream device?
|
|
Answering Rules
Where would we go if the customer is wanting to update how the phones ring?
|
PCS - Dispatches
What is the queue we use for dispatches?
|
90-day notice
What does the customer need to provide before we can cancel the account?
|
SOF form
Countersign Order Device if needed
What do we do when we need to process a new order?
|
Voice Circuit Down
What template do we use if a T1 or DS1 is down?
|
|
Ring All
Linear Hunt Linear Cascade
What are the three types of call queues that we use?
|
PCS - Billing Disputes
What is the queue we use for billing disputes?
|
Lisa Stacey
Linda Miskew Andrea Lang
Who can do countersigning on paperwork?
|
CCS
Who do we order devices from?
|
Faxes (inbound/outbound)
Inbound Fax Emails (notifications)
What can we view within the dashboard for a Hosted Fax customer?
|
|
Music on Hold
If a customer wants music to play when someone calls in, what would this be?
|
TR - Microbiz Support
What is the queue we use if an ATA needs to be repair for a Lingo Hosted Express customer?
|
Invoice / Balance section
Where can we find if the customer has Lingo Blaze in ION?
|
Claim the device and attach it to the extension/line, unless ITAC advises us not to.
What do we do with the new device once CCS provides us with the information?
|
UPS
Where do Lingo Blaze customers send their equipment back to?
|
|
Auto Attendant
If a customer wants there to be a recording when someone calls in, that provides them with options to reroute the calls, what is this?
|
TR - Commercial
What is the queue we use if a VoIP Commercial customer is having issues with their phones?
|
MRC x months remaining
How do we calculate the ETF for ION customers?
|
Line 1:
On Active: User 2 When Busy: User 2 Unanswered: User 1 vm Line 2: Unanswered: User 1 vm
How do we program a hunt group for a Lingo Hosted Express customer with 2 lines and a voicemail on line 1?
|
*** Will walk through if needed
DAILY DOUBLE: Show me how you would update a customer if they are closed for 12/23-12/26 for christmas?
|
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