Notes

sprint notes
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SPRINT NOTES
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+TOOLS

iCare
CST
newhire
DNC
glance
sprint.com
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WEBSTATION - SCS AGENTS
http://plss1103a/agentops
ACD: 86 TPU-Av-Salt Lk C2, UT
Avaya / Phone ID
5307216
password:
ID181049
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PRICE PLAN GRID
http://webavi.corp.sprint.com/CareInfo/Tools/PPG/index.html
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DEVICE PRICING GRID
http://webavi.corp.sprint.com/CareInfo/Tools/DPG/index.html
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CONSUMER EMAIL SOLUTION
http://pvmx6284-vip1/PCM-Email/Consumer.aspx
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NETWORK EVENT BOARD - Outage Lookup
http://144.229.202.96:8050/nebv2/
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PREMIUM MESSAGING GATEWAY (PMG) - To manage / block premium messaging for the customer.
https://pmg-sprint-care.syniverse.com/login.do?userName=stech&password=stech
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Order Tracking Module (OTM)
https://nextelonline.nextel.com:39005/OTM/OrderTrackingInfoSearch
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SERVICE TRENDER - shows quality of service
DEVICE NETWORK ANALYSIS (DNA) TOOL
CCPM ScoreCard
COMPASS
EZ Button - to send confirmation email to customer
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http://storelocator.sprint.com/locator/
coverage.sprint.com
http://www.sprint.com/personal/wireless/order_status.html
http://www.online-stopwatch.com/
http://www.timetemperature.com/tzus/time_zone.shtml

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+NOTES

N No issue resolution or unresolved issues from the customer's perspective
O Offers made (save offer made or credits/adjustments discussed)
T Threatening or angry customer at the end of the call
E Escalation risk
S Steps taken outside the documented process
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Name
Number
Authentication Method
Reason / Issue
Instruction
Action / Results
Resolved / Escalated / Transferred

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ACCOUNT

Authentication | Transaction Grid (i-Care)
IL Authentication Grid
EDSA Transfer List
Create a fraud case
Products and Services Matrix
Check Upgrade Eligibility
Service deposit overview
Upgrade Eligibility Policy
ASL Matrix
Account Spending Limit Program

Manually Re-Rank LTS Service (i-Care) - to change the primary line on the account.
*Change billing or subscriber address

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PLANS

$60.00 Unlimited Plan
Family Share Pack
Unlimited, My Way
My All In
Simply Unlimited $50.00 iPhone 6
Framily Plan
PAST - Simply Everything, Everything Messaging, and Everything Data Plans
Remove Seasonal Standby
Seasonal standby Guidelines
Seasonal Standby Grid
Military Suspends
Price Plan | Change Multiple LTS to Individual Plan (i-Care)
Price Plan | Change (i-Care)

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SERVICES / ADD-ONS

Troubleshoot Caller ID Number Blocked Unknown or Unavailable When Making Calls
Add Overage Relief Minutes (i-Care)
Sprint Family Locator Matrix
Sprint Mobile Hotspot Add-Ons

Troubleshoot Caller ID Number Blocked Unknown or Unavailable When Making Calls
Add Overage Relief Minutes (i-Care)
Sprint Family Locator Matrix
Sprint Mobile Hotspot Add-Ons

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INTERNET
*Data and Web browsing
*Slow Data Web browsing
*Data Web browsing for phones and tablets
*Data Web browsing HTTP, MIC, or numeric error codes
Data | Troubleshoot Web Browsing Phone and Tablet
Data | Web Browsing Error Codes
Data Web Browsing Matrix

SIGNAL
Talking Points for Network Events and Coverage Reference
Network Event Board | Identify Outage
Switch Tables | Query (i-Care, CSM)
Refresh | Network Device (i-Care)

VOICE
*Voice
*Usage for voice, AIRAVE, mobile, roaming, DC, LD, overage

MESSAGING
*Messaging (SMS text and MMS)
*Premium text messaging (short codes)

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DEVICE

Apple care
Assurant
Asurion
iPhone for Life Plan
Upgrade Now
PreOwned Devices
Easy Pay Program


Return | Sprint Satisfaction Guarantee Policy

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BILLING

Bill Estimate
Bill Cycle Dating Policy
Payment - Activity Codes
Returned Item (DCK or Chargeback) i-Care
Payment Arrangement Eligibility
Payment - Dispute Case Requirements
Remove Credit Card or Other Financial Information
Create a Refund Case
Payment Arrangement iCare
Payment Arrangement | Eligibility (i-Care)
Payment - overview and methods
View Account and Installment Billing Balance (i-Care)
Data Overage Suspension and Notification FAQ
Billing Issue Notification (BIN) Matrix

Bill Cycle | Cycle, Delivery and Payment Date Grid
Billing | View Bill (i-Care)
Billing | View Bill Details (i-Care)
Sprint Bill Messages Grid:
http://kanasem.corp.sprint.com/adaptivedesktop/ViewArticle.jsp?iid=58c083fe-8ccc-44aa-979e-df49c03a6fef
Billing | Usage Category Descriptions Grid
http://kanasem.corp.sprint.com/adaptivedesktop/ViewArticle.jsp?iid=7685ab7a-3307-47c5-a01d-10740d64ca24
View past bill's usage and call details on Sprint.com
View unbilled usage and call detail
View your unbilled usage on your phone
View unbilled usage and call detail

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CHARGES

View Explain Late Fee
Add Explain Activation Fee
Restocking Fee
Detailed Paper Bill Fee
ETF Policy
Research One-time Fee
View Bill Equipment Charges
Restocking Fee Policy
Return | Sprint Satisfaction Guarantee Policy
Bill Reprint Fee Policy
Request a Bill Reprint
Sprint Activation Fee | Policy
Payment | Late Fee Policy
Bill Hold and Bill Suppression Overview
Identify Overage
Billing | Partial Month Charges

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CHARGES GRID

Activation Fee: $36 for each new line
Bill Reprint: $5.00
Late Fee: after 30 days (bill cycle close date): $10.00
DCK fee $25.00
Directory assistance fee$1.99
ETF for Advance phone $350.00
ETF for Basic Phone: $200.00
Call Detail $1.99
PTN Change: $15.00
*On accounts with a balance of $4.50 or less (including a credit balance) the bill is systematically suppressed unless it is the first or final bill

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GUIDES

Open the call
Transfer a call
Unable to make or receive calls
Unable to make International calls
AIRAVE unlimited calling usage
Dropped call credit
Call customers back
Call wrap-up
Call block list
Incorrect name displays on inbound calls
All calls go directly to voicemail
Blocked or dropped calls in specific locations
Blocked or dropped calls in multiple locations
Unable to make or receive calls from specific number
Sprint Music Plus ringback and call tones
Add a lost/stolen restriction
Remove a lost/stolen restriction

BILLING
Mail-in rebates
Billing adjustments
Billing research
Change billing or subscriber address

PREMIUM CONTENT
Unsubscribe and refund premium content
Block premium content
Premium content
Premium Content usage
Premium SMS Text Messaging | PMG Tool Matrix

DEVICE
Order management and status
Equipment and accessories
Check equipment
Broken equipment
Equipment & Services
Add a lost/stolen restriction
Remove a lost/stolen restriction


Corporate or NVP discounts
Account in collections
Payment Arrangement


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Military Time Regular Time Military Time Regular Time
0100 1:00 AM 1300 1:00 PM
0200 2:00 AM 1400 2:00 PM
0300 3:00 AM 1500 3:00 PM
0400 4:00 AM 1600 4:00 PM
0500 5:00 AM 1700 5:00 PM
0600 6:00 AM 1800 6:00 PM
0700 7:00 AM 1900 7:00 PM
0800 8:00 AM 2000 8:00 PM
0900 9:00 AM 2100 9:00 PM
1000 10:00AM 2200 10:00 PM
1100 11:00AM 2300 11:00 PM
1200 Noon 0000 or 2400 Midnight
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*View Blocked Call / Text
Equipment & Services > Quick Actions
Block List
View Text Messaging > User Settings
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*View previously opened accounts
Search > Customer Interactions > Enter id181049 > click Search
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*To search for promotions history by the customer:
Search > Equipment > Rebate History
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*To chech the customer's contract that they agreed upon
Interaction Home > ESA Tab
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*To check the list of lines in the accounts
Search > Subscriber Matrix
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Discount Summary
iCare > Actions > Discount Summary
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Bill and Charges > Collection summary
In i-Care, go to Interaction Home > Collection Agency tab.
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CST ARTICLES on BLOCK TRAINING
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BLOCK 1

CST
iCare
Customer Privacy Network Information
Authentication
Do Not Contact
FCC DNC Consent Decree Training
Report Fraud
Call Flow
Guiding Customer Experience
Account Noting
Store Location
Devices
iPhone Hardware
iOS Support
Sprint Coverage Tool
Services
Account Balance Inquiry
Cases
Transfers
Internal Fraud
Empathy
Performance Monitoring

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BLOCK 2

Plans
Remove Seasonal Standby
Seasonal standby Guidelines
*Add or remove seasonal standby
Framily Plan
Unlimited, My Way
$60.00 Unlimited Plan
Family Share Pack
Military Suspends
Seasonal Standby Grid
PAST - Simply Everything, Everything Messaging, and Everything Data Plans
Simply Unlimited $50.00 iPhone 6
Turning Around Unhappy Customers
Usage Inquiry
Change Plans
Add and Remove Services
Account | Add or Remove Subscriber Level Service (i-Care)
Adding Value for your Customers
Network Overview
Device Protection Solutions
Apple Device Protection Has AppleCare+ Program
Assurant Device Protection | AAPP, ADI, ADSS
Asurion Device Protection | TEP, TEP Plus, ERP, ESRP
Device Protection | Verify Enrollment
*Device Protection Solutions
*Asurion
*Assurant
*AppleCare+
http://www.phoneclaim.com/sprint/deductible
Calling Customers Back
Callback | Call Customer Back Policy
Callback | Dropped or Disconnected Call Policy
Self Service
Self-Service | FAQ
Self-Service | My Sprint on Sprint.com
Consumer Email Solution Tool
Phone Swaps and Flip Flops - Swaps can only be done on LOST devices
Flip-Flop | Phone Swap (i-Care)
*Add a lost/stolen restriction
*Remove a lost/stolen restriction

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BLOCK 3

Basic Troubleshooting
Unable to make or receive calls
Unable to make International calls
Internet "browsing"
*Data and Web browsing
*Slow Data Web browsing
*Data Web browsing for phones and tablets
*Data Web browsing HTTP, MIC, or numeric error codes
Network Theory

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BILLING

Billing and Charges
*Billing adjustments
*Billing research
Bill Cycle | Cycle, Delivery and Payment Date Grid
Bill Cycle | Cycle, Delivery and Payment Date Grid
Billing | View Bill (i-Care)
Billing | View Bill Details (i-Care)
Sprint Bill Messages Grid:
http://kanasem.corp.sprint.com/adaptivedesktop/ViewArticle.jsp?iid=58c083fe-8ccc-44aa-979e-df49c03a6fef
Billing | Usage Category Descriptions Grid
http://kanasem.corp.sprint.com/adaptivedesktop/ViewArticle.jsp?iid=7685ab7a-3307-47c5-a01d-10740d64ca24
View past bill's usage and call details on Sprint.com
View unbilled usage and call detail
View your unbilled usage on your phone
View unbilled usage and call detail

Payments
Payment Questions
Billing Research
Billing Adjustments
Billing System Issues
Equipment and Accessories
Corporate or NVP Discounts
Knowledge Break
Compass
Softphone
Billing Assessments
Billing Completion
Empathy Self Assessment
Bill Examples


Bill Cycle | Cycle, Delivery and Payment Date Grid
Billing | View Bill (i-Care)
Billing | View Bill Details (i-Care)
Sprint Bill Messages Grid:
http://kanasem.corp.sprint.com/adaptivedesktop/ViewArticle.jsp?iid=58c083fe-8ccc-44aa-979e-df49c03a6fef
Billing | Usage Category Descriptions Grid
http://kanasem.corp.sprint.com/adaptivedesktop/ViewArticle.jsp?iid=7685ab7a-3307-47c5-a01d-10740d64ca24
View past bill's usage and call details on Sprint.com
View unbilled usage and call detail
View your unbilled usage on your phone
View unbilled usage and call detail

+CHARGES
View Explain Late Fee
Add Explain Activation Fee
Restocking Fee
Detailed Paper Bill Fee
ETF Policy
Research One-time Fee
View Bill Equipment Charges
Restocking Fee Policy
Return | Sprint Satisfaction Guarantee Policy
Bill Reprint Fee Policy
Request a Bill Reprint
Sprint Activation Fee | Policy
Payment | Late Fee Policy
Bill Hold and Bill Suppression Overview
Identify Overage
Billing | Partial Month Charges
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CANCEL REQUEST

Advance Probing Skills
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COLLECTIONS

Account in Collections
Account in collections (guide)
Payment Arrangement (guide)
Payment Arrangement (i-Care) | Collections
Payment Arrangement | Eligibility (i-Care)
Payment Arrangement | Manage (i-Care)
Promise to Pay | Payment Arrangement for Cash Only Payers
Spending Limit (iCare) Collections
Collection Fundamentals
Collection Completion
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