PRE-ACTIVATION BLOCKS OPTIONS:

·                    USOCS

1.                                          BBC                Repeat Dial Charge, message only.

2.                                          BRD               Repeat Dial Block.

3.                                          BCR                Call Return Block.

4.                                          HBG               Call Tracing Block.

5.                                          RCUTWC       3-way block. (FID behind Basic Class of Service).

6.                                          BLKD             411 call completion blocks (FID Behind Basic Class of Service.

 

Flow chart of a conversion Order

ARIA, Wizard, David, Abraham, Provision, Lens, Sots,

ARIA is data base of Supra Telecom

David is automatic Conversion..

Abraham is done through the Internet.

Lens is Local Exchange Navigation system, data base of bell south.

Sots is service order tracking system.

 

 

 

Bill cycle (day 1)	2nd	8th	15th	21st	26th
Bill sent to customer (day5)	6th	12th	19th	25th	30th
Bill due (day 21)	22nd	28th	5th	11th	16th
Send Reminder Notice letter (day 26)	27th	3rd	10th	16th	21st
Send Denial Alert letter (day 36)	7th	13th	20th	26th	1st
Deny customer and send Denial of service letter (day 41)	12th	18th	25th	1st	6th
Disconnect service (day 48)	19th	25th	2nd	8th	13th

 

Notice that there are 6, 7, 6, 5 numbers between each cycle.

Notice that there are 4, 16, 5, 10, 5, and 7 days between actions taken.

 

1.                  What feature does customer need for voice mail?

Customer needs:

·                                  CF, CFBL, CFUVRC, CWP, or MWW or MWWAV as options. Starter tone, or message waiting indicator, and message waiting indicator with audio and video.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Residential Lines & Packages

A.                 Total Solution-1 Line (unlimited local, local long distance, up to 30 features, free Voice mail.)

            $27.95

·                                            Total Solution – 2 Lines                                                                           $52.95

·                                            Total Solution – 3 Lines                                                                           $77.95

·                                            Total Solution – 4 Lines                                                                         $102.95

·                                            Total Solution – 5 Lines                                                                         $127.95

      B.   Residential Line Unlimited Local Calls                                                     $10.95

             (Includes Total Solution + Unlimited Domestic Long Distance calls)                   

      C.   Remote Call Forward (only Voice Mail Available)                             $11.95

       

      D.   Supra Friendly Unlimited. ((Covers 50 States, and Canada)             $42.95

 

SERVICE

·                        Supra Cents Service Plan (Includes Total Solution)                            $4.95

              (Covers 50 States, Puerto Rica, Virgin Island)                                         Cents 5/minute

              If wanted in Canada                                                                                    Cents 7/minute

FEATURES & PRODUCTS PRICES

·                        3WC                                                                                                                      $3.60

·                        ACR                                                                                                                      $2.70

·                        CB                                                                                                                         $3.60

·                        CF                                                                                                                         $3.60

·                        CFBL                                                                                                                    $2.70

·                        CFU                                                                                                                      $0.90

·                        CFUWRC                                                                                                             $0.90

·                        CI                                                                                                                          $5.40

·                        CIP                                                                                                                        $6.75

·                        CR                                                                                                                        $3.60

·                        CCR (Free)                                                                                                          $0.00

·                        CC                                                                                                                         $3.60

·                        CT                                                                                                                         $3.60

·                        CW                                                                                                                        $3.70

·                        CWP                                                                                                                     $5.50

·                        VM                                                                                                                       $4.45

·                        RACF                                                                                                                   $4.70

·                        RD                                                                                                                        $3.60

·                        DT                                                                                                                         $3.00

·                        DT2                                                                                                                       $4.00

 

FEATURES & PRODUCTS PRICES CONTINUES

·                        SC                                                                                                                         $2.70

·                        * 98 ACESS                                                                                                          $0.90

·                        PF                                                                                                                          $1.00

·                        PF (INSTALLATION CHARGE)                                                                    $15.95

·                         ICW (Internet call waiting)                                                                                 $5.95

·                        Internet Service (With Total Solution)                                                               $9.95

·                        Internet Tech Charge (6 months)                                                                        $9.95

·                        Internet Tech Charge (12 months)                                                                    $19.95

·                        IWM                                                                                                                     $3.00

·                        LISTING NOT Printed in Directory                                                                  $0.50

·                        NON-PUBLISHED Listing                                                                                 $1.00

·                        ADDITIONAL LISTING                                                                                   $1.00

·                        Change Order Service Charge                                                                            $5.00

·                        New Telephone Number                                                                                    $20.00

·                        Life Line Credit (Bell South Only)                                                                    $-7.00

·                        TRANSFER OF SERVICE (TOS) FEE

a.                                              Transfer Charge – 1^st  Line                                                                   $32.00

b.                                              Transfer Charge – 2^nd. Line                                                                    $9.60

·                        CONNECTION FEE FOR AN ADDITIONAL LINE (ADL)

a.                                              Connection Charge – 1^st Line                                                                $32.00

b.                                              Connection Charge – 2^nd Line                                                                 $9.60

·                        WIRE & JACK INSTALLATION CHARGES

a.                                                Inside Wiring & Single Jack – 1^st. Line                                               $59.20

b.                                                Inside Wiring & Single Jack – 2^nd. Line                                              $36.80

c.                                                 Inside Wiring & Dual Jack –    1^st. Line                                              $61.00

d.                                                Inside Wiring & Dual Jack –    2^nd. Line                                             $37.00

Monthly Service Charges:

·                    Telephone Service Package:                                                                               $27.95 per month

·                    Basic Line, Unlimited local calls                                                                         $10.95 per month

·                    Local long Distance                                                                                               00.10 per Call

·                    RCF Remote Call Forwarding                                                                            $11.95 per minute

·                    FCC charges are equal to all customers.

·                    Access Charge for the First Line                                                                          $6.00 per month

·                    Access Charge for additional Line                                                                        $6.07 per month

·                    Telecommunication Access System Act Surcharge                                             00.08 per month

 

SERVICE REQUESTS

1.                 Adding an additional Line.

Additional Lines can be added at a different service address, yet under the same customer name. A deposit is not required if the customer’s history is good.

 

Connection fee                       First Line                                                                            $ 32.00

Connection fee fore               Second Line                                                                        $9.60

Installation Charge (inside wiring + single Jack)

            First Line                    $59.95

            Second Line                $36.80

Installation Charge (inside wiring + dual jacks)                              

            First Line                    $61.00

            Second Line                $37.00

2.                 Transfer Telephone Service (TOS)

            First Line                    $32.00                                                                                    

            Second Line                $9.60                                                                                     

3.                  Change Existing telephone number                                                       $20.00

 

CHANGE ORDER CHARGES

After conversion, there is a $ 5.00 change order charge for adding or changing features, and can be waved if changes are done within 10 calendar days, or through the internet.

 

SPECIAL INFORMATION TO REMEMBER

 

1.     We need GCE=CFBL + GCJ=CFU or GCJRC=CFUWVRC. For VM to work.

2.     VM +3 sub mail= $5.25

3.     Go to Lens and look for the Features & Services, and look for Memory Call.

4.     When the Customer says I can’t make long Distance Look in the CSR if you see UEPA1 & CREX7. Change the UEPA1 to UEPRC, and then we can remove the CREX7. Go to: Lens.bellsouth.com.

5.     If customer has VM and wants Call Waiting. Use the USOCs=ESRD9.

6.     If customer wants to use a telephone with red flashing VM indicator change the MWW TO MWWAV.

7.     Supra VM is offered only in the following area codes: 305, 786, 954, and 754.

8.     If a customer is in different area code as 561, and 772, offer him Memory Call back. Go to: 10.1.0.245/drnet/qat.

9.     Use UEPRC for Long Distance + Caller ID.

     Use UEPRL for Long Distance without Caller ID.

10.    Use UEPA1/PROX-CREX7 for No Long Distance + Caller ID.

11.    Use UEPA8/PROX-CREX7 for No Long Distance and No Caller ID.

 

Supra Telecom New Installation

PON should be as follows:      STINI + Telephone Number without area code.  (STINI4764227)

12.                        To verify address: ww.melissadata.com. Go to Free Lookups, and enter the address information.

13.                        To see the LATA area code Maps. Go to 10.1.0.245, go to Documents and Hand outs.

14.                        To see CSR, go to SOTS enter user name: s701101, and password sots.03.

 

 

LATA AREAS (FLORIDA)

·       SOUTH EAST= 561, 772, 954, 754, 786, 305

·       Fort Meyers Market Area= 941

·       TAMPA= 727, 813, 941, 863

·       ORLANDO=407-321

·       DAYTONA BEACH= 386

·       GAINSVILLE= 352

·       JACKSONVILLE= 904, 386

Our PIC IN FLORIDA: 5102

Our LPIC IN FLORIDA: 5124

 

LATA AREAS (NEW YORK)

Lata 132: 212,347, 631, 646, 917, 914, 516, 718

Lata 133: 845, 914

Lata 134: 518, 845

Lata 136: 315, 607

Lata 138: 607

Lata 140: 716

Lata 921: 516, 631

Lata 974: 585

Our PIC IN NEW YORK: 5102

Our LPIC IN NEW YORK: 0698

 

DSL PROVIDERS:

a.  NETROX: 305 374-3031

b.  SNAPPY:  305 663-5518

c.  EXPRESS: BROWARD: 954 757-3254

                         DADE: 305 470-9403

 

 

 

DSL/ RESALE:

1.    If a customer is requesting DSL add a provisioning note:

(DSL Specially requested, Please convert/Change this account to Resale).

2.    During Conversion if you see that the Customer has DSL ask him if he still wants to keep it:

·       If YES add this note: (Customer previous had DSL and wants to keep, please convert/change to Resale.)

·       If NOT add this note: (DSL not requested any more, please change this account to UNE).

3.    NEVER OFFER THE CUSTOMER RESALE ACCOUNT.

4.    For New Installation:

·       Charge $32.00 in 4 payments.  (up to 3oth. Of June).

·       Enter a Billing General PON. Charge $32.00 in 4 payments installment, per PON STINI+tel.#. Cp on date.

·       Waive $60.00 deposit for CLEC to CELEC.

·       Waive deposit on new Connections up top 30th. Of June.

 

 

 

 

 

 

 

 

Supra Telecom Toll Free Numbers:

Front Desk                                                                     809 476-1618

Bell South                                                                     888 317-8772

Bell South Repair                                                    888 461-0612 option 2

Verizon                                                                             877 499-1388

Annoyance Call Center                                      866 867-8772

                                                                                                305 994-7651

Correctional Billing Group                           800 844-6591

Collection Toll Free                                           866 927-8772 EXT. 7852                                                                                                            

Resolution Center (fax)                                                     305 944-7825      

PSC, Public Service Commission:                                  800 342-3552.

FCC:                                                                               n                  888 225-5322.

 

Customer mail payment to:                                        POX 144620

                                                                                                      Coral Gables, Fl. 33114.

 

Customer Pay Center:                                                    2650 SW 27th Av.

                                                                                                3^rd. Floor Miami,                   

                                                                                                               Fl.33133

 

Drop Payment in:                                                                 2620 SW 27^th. Ave.

                                                                                                        

Customer Service:                                                             1-877-499-1388

Sales Toll Free:                                                                            1-888-317-8772

Billing Fax                                                                               1-877-499-1387

Accounting Fax                                                                             1-305-442-4635

REPAIR & INTERNET………  1-877-499 1388 CHOOSE FROM MENUE.

 

 

 

TRANSFER TO EXTENSIONS:

 

NEW COMERS:                           4682

CUSTOMER CARE MENU       4639

BUSINESS                                     7867

CUST. CARE SPANISH              4306

                         ENGLISH              4658

COLLECTION                              7852

SPRINT CUSTOMERS               4167 AREA CODE 407.

SPRINT                                          7935

REPAIR SPANISH                      7975

                ENGLISH                       7965

INTERNET                                    7967

CONTROL CENTER:                 7106, 7107.

CORRECTIONAL CENTER JAIL #: 800-844-6591

                                                   And remove the TBEA, B, C, blocks from CSR.

SUPERVISORS EXT. 6035, 6046

 

 

Bill cycle (day 1)	2nd	8th	15th	21st	26th
Bill sent to customer (day5)	6th	12th	19th	25th	30th
Bill due (day 21)	22nd	28th	5th	11th	16th
Send Reminder Notice letter (day 26)	27th	3rd	10th	16th	21st
Send Denial Alert letter (day 36)	7th	13th	20th	26th	1st
Deny customer and send Denial of service letter (day 41)	12th	18th	25th	1st	6th
Disconnect service (day 48)	19th	25th	2nd	8th	13th

 

 

PROCEDURES TO ADD MEMORY CALL

 

1.    Open Lens. Change 7012 to 7011. if customer does not have DSL.

2.    Go to INQUIRY and to FIRM open two windows to remove.

3.    Enter Tel#. Features and Area Code.

4.    Fill up : 

a.    PORT LOOP MB

b.    CHANGE-C

c.     SINGLE LINE-MEASURE RATE 2BR

d.    FL. SOUTH EAST

1.    ENTER TEL.#

2.    ENTER PON #

3.    ENTER DATE: 05212003, NO SPACES.

      5.  ENTER TEL.#    CLICK on OK

CHANGE-C

      6.  Click on Continue to line Details.

      7.  Click on TN#

      8.  EXPEDIT REQUEST:  YES

5 SPACES

           SELECT                              OR 1 SPACE to WRITE PSS to reset MC. 

                                                        And write UEPRC in the Service Priority.

               

FEATURES AND SERVICES:  use add/install, or Disconnect to remove.

ADD/INSTALL	MBBRX	/
ADD/INSTALL	GCE	/CFNB+TEL.#
ADD/INSTALL	GCJRC	/CFND+TEL.#
ADD/INSTALL	S98VM	/

1.             CLICK ON ACCEPT LINE DETAILS.

2.    CLICK ON CONTINUE TO DUE DATE.

3.   

001

PORT.   Quantity always

4.    Port Type:  LINE PORT.

5.    USER NAME:  ENTER CUSTOMER’S NAME.

6.    END OF PROCESS, CLICK ON SEE SLR.

 

USOCS	ACRONYMS	DESCRIPTIONS
BCR	CR	BLOCKS CALL RETURN
BDR	RD	BLOCKS REPEAT DIAL
HBG	CT	BLOCKS CALL TRACING
ESXDC	CW	CALL WAITING+VM
ESXD9	CW	CALL WAITING – VM
NSS	CR	CALL RETURN
NST	CT	CALL TRACING
NSY	CB	CALL BLOCK
ESL	3WC	3 WAY CALLING, CONFERENCE.
ESX	CW	CALL WATING
ESM	CF	CALL FORWARD
ESF	SP30	SPEED MEMORY 30
ESL	SP8	SPEED MEMORY 8
NSQ
MBBRX		MEMORY CALL
GCE/CFNB	CF	CALL FORWAD
GCJRC/CFND		IMPORTANT FOR MEM. CALL
0M0WWAV		IMPORTANT FOR MEM. CALL
S98VM		IMPORTANT FOR MEM. CALL
UEPRC	CI	BASIC CALLER ID
PMXIR
PMX1A

 

 

TOS= TRANSFER ORDER SERVICE

1.      GO TO LENS, INQUIRY.

2.      ADD TN#, AND AREA CODE.

3.      ADD OLD ADDRESS.

4.      ACCESS NUMBER OF VM.

5.      LOOK FOR UEPRC   PIC=UNDC=UNDECIDED. LPIC=5124.

6.      ADD THE FOLLOWING IF THERE IS MEMORY CALL: GCE, GCJ, OR GCJRC, S98AF=FOR SUPRA VM, OR S98VM BEWLL SOUTH.

7.      GO TO FIRM ORDER: (FILL UP THE FOLLOWING) TO PROCESS TOS:

·        REQUEST TYPE= PORT/LOOP-MB

·        ACTIVITY TYPE= OUTSIDE MOVE

·        SERVICE TYPE= SINGLE OR MULTY MEASURE RES

·        AREA= SOUTHEAST, OR OTHER.

·        ENTER TN#, PON#, DESIRED DATE, AND MOVE OUT DATE.

·        ENTER TN. DOWN   CLICK OK, CLICK ON ARROW,

·        BLOCK TN#, CLICK SELECT ATN(AVAILABLE TELEPHONE NUMBER=ACCOUNT TEL.#. IF TEL. NOT ACCEPTED GO TO AVAILABLE LINKS, CHOOSE ANY NUMBER AND DIAL IT. IF IT SAYS DISCONNECTED USE IT.

·        RESULTS= ACCOUNT TN= NEW TN.                           

                         EXSISTING TN= OLD TN.

·         CLICK ON  CONTINUE TO LINE DETAIL       

·        CLICK ON TN, THEN DISPLAY FEATURES & SERVICES.

·       

12

CLICK ON MEMORY CALL, CLICK ON ACCESS NUMBER TO MEMORY CALL.

·        TO ADD FEATURES AND SERVICES CLICK ON

·        CLICK ON NEW NUMBER= NEW INSTALLATION

·        OUTSIDE MOVE-T= TOS

·        GO TO ADMINISTRATION LINK ICON.

YES

                                           

·        EXPEDITE REQUEST                      FOR TODAY

 

YES

 

·        ABANDONED STATION                 DISCONNECTS SERVICE

	NO

 

·        IF THE OLD NUMBER IS NOT WORKING

 

·        RETURN TO LINE DETAILS

 

·        CLICK ON TN. WILL APPEAR OLD NUMBER, AND NEW NUMBER.               

CHANGE TELEPHONE NUMBER.

1.      GO TO ORDERING IN AREA AND COPY PON#

2.      ORDER SAYS CHANGE TN.

3.      GO TO LENS…. INQUIRY.

4.      VIEW CSR

5.      GO TO RESERVE TEL. NUMBER.

6.      GO TO RETREIVE AVAILABLE NUMBERS.

7.      CHECK IF THE TEL. IS DISCONNECTED, THEN CHOOSE IT.

8.      CONTINUE IN INQUIRY MENUE

9.      GO TO FIRM ORDER.

10.   ENTER THE OLD TEL. NUMBER.

11.   ENTER PON#

12.   ENTER DESIRED DATE.

13.  ENTER NEW NUMBER.

14.  CONTINUE TO LINE DETAIL.

TN#

CHANGE -X

THE OLD TEL. NUMBER

      

15.   OUT TN#

	1

 

16. FEATURESERVICE:            OK

	NONE

 

17.  TRANSFER CALL INFO.                          CLICK.

 

1.  CLICK ON ACCEPT LINE, AND CONTINUE DUE DATE.
2.  TYPE OF ACCOUNT: RESIDENCE
3.  LILSTING: CHARGE LISTING.
4.  RECORD TYPE: LOCAL MAIN LISTING.
5.  ENTER CUSTOMER NAME AND LAST NAME.
6. OMIT ADDRESS =YES
7. CLICK CONTINUES, CLICK CONTINUES.  WIL TAKE YOU TO APPOINTMENT
8. PORT QUANTITY= 001 ALWAYS.
9. PORT TYPE: LINE PORT.
10. CUSTOMER NAME, AND LAST NAME.
11. RETURN TO CALCULATE THE SUBMIT, THIS WILL TAKE YOU TO AKNOWLEDGEMNT,   THANK YOU, SCREEN.
12. ENTER GENERAL NOTE WITH PON# AND THE NEW TEL.#, AND BILLING GENERAL: PLEASE CHANGE AND CREATE NEW ACCOUNT CUSTOMER ALREADY HAS NEW NUMBER.

 

 

 

 

PRACTICAL SOLUTIONS TO AVOID DELAYS IN SERVICES

1.     CHANGE RING CYCLE.

·        GO TO SOTS

·        LOOK FOR USOCS = *RCYC (RING COUNT)

·        IF THEY HAVE GCJRC SHOW THEM HOW TO CHANGE FROM THE FEATURE BOOKLET

·        IF THEY HAVE GCJ, WRITE A PROVISION NOTE SO IT CAN BE CHANGED TO THE RING COUNT DESIRED.

·        VERIFY THE CALL FORWARDING NUMBER IN SOTS, LOOK FOR EX:/CFND OR /CFNB.(UNMBER FORWARDED TO)

·        IF THEY STILL HAVING PROBLEM, FILL UP HELP REQUEST, TO ASIGN MEMORY CALL FOR THEM.

 

2.     TO VERIFY IF CUSTOMER HAVE A SUB MAIL BOXES: GO TO SOTS AND LOOK FOR (VMSAX TRANSFER) THIS INDICATES THEY HAVE FOR DISTINCT TONE NUMBER.

3.      IF A CUSTOMER WANTS TO CHANGE  THE LONG DISTANCE CARRIER HE MUST TELL US THE CODE NUMBER (4 NUMBERS) OF THE CARRIER, IF HE DOES NOT KNOW HE NEEDS TO CALL HIS CARROIER THEN CALL US BACK.

4.     IF THE CUSTOMER REQUEST TO CHANGE HIS NAME IN THE CALLER ID DELUX: TELL THEM IT MUST HAVE SOME SIMILARITY TO THE NAME LISTED ON THE ACCOUNT.

5.     IF A CUSTOMER CALL IN TO SAY DISCONNECT BECAUSE HE IS GOING BACK TO BELLSOUTH, ONLY ENTER A GENERAL NOTE.

6.     IF THE CUSTOMER CALL TO REQUEST HIS PROMOTION THAT DID NOT SHOW ON THE FIRST BILL, TELL HIM IT WILL BE ON THE SECOND BILL. MAKE SURE THE PROMOTION IS ACTIVE BY GOING TO ARIA UNDER. (CUSTOMER PROMOTION FIELD).

 

 

 

 

                                                                                                                                                   

 

PROCEDURES TO FOLLOW FOR NEW COMERS

1.     GO TO LENS AND VERIFY ADDRESS.

2.     RESERVE A TN. IF DISCONNECTED CHOOSE IT.

3.     GO TO CONTINUE INQUIRY MENUE.

4.     GO TO ARIA AND CLICK ON FILE AND SELECT NEW ACCOUNT. USE THE SELECTED TN.  FILL UP THE INFORMATION.

5.     CLICK OK AND WRITE DOWN A PON# STINI AND THE NEW SELECTED TN.  SAVE THE INFORMATION.

6.     SELECT LONG DISTANCE PROVIDER IF WANTED. CLICK MODIFY AND ENTER THE PIC CODE. PRESS OK, THEN YES.

7.     CLICK NEXT TO GO TO PACKAGES & PRODUCTS PAGE. SELECT THE PLAN.

8.     COMPLETE THE SECURITY INFORMATION, RECAP ALL INFO.

9.     OPEN AREA WITH THE SELECTED TN.

10.                                                                                                                                                                                                                                                                        MAKE A GENERAL NOTE: PON#// DATE//PACKAGE//CONTACT NUMBER.

 

 

 

                                               

 

 

 

 

 

 

 

 

 

 

 

 

PROCEDURES TO FOLLOW TO ADD MEMOR CALL

1. GOT TO: https://lens.bellsouth.com
2. Call your supervisor to log in.
3. Choose FIRM ORDER.

L o c a l    E x c h a n g e    N a v i g a t i o n    S y s t e m
Welcome to LENS! ROBERTO FRANCO	M a i n   M e n u
	Firm Orders Bulk Orders Bulk UNE Packages Supplement Existing Request Inquiry View LSR/Order Information User Admin
Log Off    References	Company Code: Change 206A 3247 7011 7012 SUPRA TELECOM

 

Copyright 2001 -- BellSouth Telecommunications, Inc. -- All Rights Reserved

 

 

FEATURES REQUIRED FOR VM TO WORK PROPERLY

 

SUPRA VOICE MAIL                                   MEMORY CALL

S98AF                                                             S98VM      

     GCJ                                                                MBBRX

GCE                                                                GCE

GCJRC                                                           GCJRC

 

 

 

 

 

 

 

4. The Lower screen will come up. Fill up the information that you have. As el. Number, PON#, Area   

       code, and desired Date.  Click on Continue. >>>>>>>>>>>>> go to next page.

 

Top of Form

 

 

 

 

 

 

 

 

 

 

 

 

 

 

5. Click on TN. Click OK, then Click on Selected TN. Click on Continue to Line Details.

6.      Click on Features and Services.Top of Form

L o c a l   E x c h a n g e   N a v i g a t i o n   S y s t e m

 

Firm Order L  S  R    L i n e    M a n a g e m e n t

 

 

 

 

 

 

 

 

Firm Order S e l e c t    T  N   f o r    F e a t u r e s   a n d    S e r v i c e s

 

 

 

L o c a l   E x c h a n g e   N a v i g a t i o n   S y s t e m

 

Firm Order L i n e    D e t a i l s    C h a n g e

 

Selected Telephone Numbers

Please click on a telephone number in the table above to input the corresponding information.

 

References | Cancel

Return to LSR Line Management

 

Copyright 2001 -- BellSouth Telecommunications, Inc. -- All Rights Reserved
LENS Version 12.0

7. Click on Administrative: 
8. Choose for Expedite Request: YES always.
9. Click on return to Line Details.
10. Click on the Tel. number beside the change-C

 

 

 

 

 

Copyright 2001 -- BellSouth Telecommunications, Inc. -- All Rights Reserved

 

 

 

 

Note: 

To RESTET the Memory Call just add ONE space. In Features and Services and Fill it up with PSS. Then continue the LSR process.

 

 

 

 

 

11. Click on Selected TN. In the Features to add/change, or remove enter:  5
12. Fill up the add/install required for Memory Call as seen below.

L o c a l   E x c h a n g e   N a v i g a t i o n   S y s t e m

 

Firm Order L i n e    D e t a i l s    C h a n g e

 

 

 

Service Details

 

 

 

 

 

 

 

 

13. Click on Accept Line Details for selected TN.
14. Click on Continue Due Date.
15. Enter in port Quantity: 001
16. Enter Port type: Line Port. Then enter the Customer Name and click on Submit LSR.

L o c a l   E x c h a n g e   N a v i g a t i o n   S y s t e m

 

Firm Order C a l c u l a t e    D u e    D a t e

 

Calculated Due Date is May 27, 2003 .

 

 

 

Desired Due Date:		Appointment Time:
			(example: 1:00 pm - 5:00 pm)

 

Re-Calculate Due Date

  

 

Port Quantity:

Port Type : Line Port Trunk Port

 

End User Name

 

End User Name:

	Return to LSR Line Management	Submit LSR

 

SUPRA TELECOM SALES TRAINING

 

SupraTelecom is training there Staff to be Universal Agents, who should be able to perform all kind of operation in all fields of Communication Industry. They must be able to handle Customer incoming calls, Provisioning, Billing, Sales, QA’s, Transfer orders and New Comers.

There a\re two types of sales:   A. inbound    B. outbound.

CERTIFIED:

a.     Training

b.     Exam… 7 days after training

c.     Signed off- towards Certification

d.     Accountability of the Supervisor on Duty or QA who will be responsible for agent’s action.

e.     Rewards.

SALES:

a.     Customer Service will be called Customer Center Representative.

b.     Sales, in AREA an agent will be able to access all data base of all Carriers.

ATTITUDE:

a.     Professional

b.     Friendly

c.     Never negative. As replace the following

1.     I will try to I’ll do my best.

2.     I am sorry to I apologize

3.     Never ask if the want your product, offer them your product.

d.     Maintain control of your sale.

e.     Listen carefully to your customer’s needs.

TOOLS:

a.     AREA

b.     LENS

c.     SOTS

GOALS:

a.     Personal goal, 1. Daily, 2. Monthly, 3, and with Supra Telecom goals.

PRODUCT KNOWLEDGE:

a.     Learn all you can about your product and services.

b.     Understand your customer’s needs.

 

SALES SYSTEM

 

TRUST

1.     LISTENING:

a.     Understanding Issues

b.     Recap Customer Issues

 

2.     THE BEST SOLUTION:

When we listen to our customers issues and discuss these issues we will be able to give a better solution and solve them, in this way we can DEVELOP trust.

 

BRIDGE

3.     TRANSITION STATEMENT

You overcome objections by not asking questions; do not give opportunity to the customer to reject your offer.  Example for a transition statement: Are you sure you can pass this opportunity?

 

SALES

4.     SALES OFFER

Propose the best package to the customer’s needs.

5.     CLOSING

Ø     REHASH: Use some closing statements. “Great. Let me summarize what we’ve agreed upon.”

a.     “Great, let’s start now so we can begin your savings!”

b.     “Let’s start the service.”

c.     “I am glad to be able to solve that issue for you, now let’s review your services and get more savings.”

d.     “Sounds great doesn’t it? Well there are more ways we can help you right now…, right now I have saved you $......, with these savings you can afford some great services that will save you more money in the future!

Ø     UPSELL: I am happy that I’ve solve this issue for you, if there is anything els I can help you with today?  Always up sell but never force.

 

 

 

6.     BUYING SIGNS & POINTS OF INTEREST

Always ignore the first NO.  Make an attempt, when you hear the second NO do not force the sale.

7.     FEEL, I know how you feel, FELT, I have felt that way, FOUND, and I found that.

 

THE BUYNIG SIGNS:

a.     Silence or absence of questions is a buying signs.

b.     Questions about features

c.     Installations, (When can I begin to use the service?)

d.     By the way or for instance…

e.     Joy and excitement

f.       Asking for your opinion

 

Practice the following:

ALWAYS KNOW THAT THE INTEREST FOLLOWS THE BUYING SIGNS.

·        Identify the buying sign and the interest of the following statements:]

 

I am calling today because I got a flyer in my mail box about your internet service.

 

Buying sign          = I am calling today.

Point of Interest  = Internet service.

 

I don’t think my bill is accurate, I have 3 phone lines and each has CW, CF, CI.

 

Buying Sign         = I don’t think

Point of Interest  = three phone lines with their features.

 

Yes, I am very upset with you, I have tried to get my phone fixed, and the repair man told me, it will cost $75.00 to come in my house and do the repair for me.

Buying sign          = I have tried

Point of Interest  = the $75.00

 

I am not sure I want to get a new phone line? How much will it cost?

Buying sign          = I am not sure.

Point of Interest  = Get a new phone line.

BUSINESS

THERE ARE THREE TYPS OF BUSINESS:

1.     OWNER

2.     PARTNERSHIP

3.     CORPORATION….. FEN= ID TAXES  REQUIRED.

 

CONVERSION

1.     CHECK THE SPELLING FOR THE COMPANY NAME.

2.     VALIDATE ADDRESS IN LENS.

3.     VERIFY LONG DISTANCE CARRIER.

4.     PRODUCTS AND PACKAGES.

5.     SECURITY INFOREMATION,… NAME OF THE OWNER IS VERY IMPORTANT.  PASSWORD.

6.     AUTHORIZED PERSONS MUST BE LISTED.

 

RECONVERSION

1.     GO TO BILLING ADDRESS

2.     WRITE THE NAME OF THE COMPANY CORRECTLY.

3.     VALIDATE THE ADDRESS IN LENS.

4.     LONG DISTANCE CARRIER.

5.     SECURITY INFORMATION. NAME OF OWNER AND PASSWORD.

6.     AUTHORIZED PERSONS.

7.     PON# STICVBRC 1234. THE LAST FOUR NUMBERS OF THE MAINLINE.

 

ADDITIONAL LINE

FILL UP A PAPER FORM.

ASK CUSTOMER IH THEY NEED JACKES AND WIRES.

INST. FEE 1^ST. LINE $44.80, 2ND. LINE #9.60.

CHANGE RESIDENTIAL TO BUSINESS CAN KEEP THE NUMBER.

CHANGE FROM BUSINESS TO RESIDENTIAL, LOOSE THE NUMBER.

BOC= BUSINESS OFFICE CLOSE.

TOLL FREE SERVICE

MIGRAT.:

NEW ONE.

 

          1. WHEN THEY ASK FOR A TOLL FREE NUMBER MAKE A HELP REQUEST 

             WITH ALL OPTIONS.

2. TELL THE CUSTOMER TO CALL BACK IN 24 HOURS.

3. ONCE THEY HAVE A RANDOM NUMBER THEY CAN KEEP, BUT CAN’T BE CHANGED.

NEW COMERS

 

·        NEVER PROMISS A TN. FOR NEW CUSTOMERS, UNTILL THE ORDER IN COMPLETED. TELL THEM YOU WILL RESERVE THIS NUMBER, BUT IT CAN BE CHANGED.

·        IT WILL TAKE FROM 3 TO 5 BUSINESS DAYS TO BE ACTIVE.

 

 

YPH= YELLOW PAGES HEADINGS

CIP=   STANDARD INDUSTRIAL CODE.

THESE INFORMATION ARE NEEDED IF THE NUMBER WILL BE PUBLISHED.

 

TO FIND THESE INFORMATION GO TO:  www.fl-mia01-1/ypages/

 

FILL UP THE APPLICATION

GO TO LENS INQUIRY.

WRITE THE TN.  CSR

SOUTH EAST.

LIST INFO ABOUT YELLOW PAGES &SIC.

9901= NON-PUBLISHED.