Notes

Thank u for calling cox dispatch,, u r speaking with aman as i can check ur tech id is.....
Thank u so much for providing me ur details let me pull up ur deatils in system..
m working on ur acc meanwhile please stand by..
Thanku for calling cox dispatch..

LOB:- 1. VIDEO SERVICE CODE
*Base code- 100
101 Starter package
111 Expanded package
325 Advanced package

Alternate codes--- 201 and 211.

EQUIPMENT CODES---
ROVI
HD - 667
HD DVR - 6672+ 4525
CONTOUR1---
HD - 614+2706 (IPG code - Interactive Programming Guide)
MDDVR - 4525(for rec 2) + 6602+2706
For rec6- 6606+4526+2706
CONTOUR2---
HD- 6802+2750(IPG)
DVR- 6800+2750+4525 (For rec6 4526) ( GMX9865)
Client- 6801+2750 C2 client doesnt work alone*

MINI BOX - 3425+695(No advace code =325) FOR Wallmounted box =3425+696 (CMD2344)

IPTV -INTERNET PROTOCOL TV
wired client=6803+2750+4802(for rec2)4806 for rec 6
wuireless box= 6805+2750+4802(rec2)
for rec6 =6805+2750+4806
C2 wireless box= 6804+2750

Cable Card- TIVO box= 649
Cable card= 650


INTERNET/DATA
Base code = 30001
Package = 1. stater= 30167 2. essential= 30168 3.Preferred= 30141 4. New Ultimate= 30170 5. Gigablast= 30180 6. Ultimate= 30126
Equipment = 1. Cable modem(only internet) (30650 - COX purchased modem and 360651 Retail modem)
2. EMTA- (30610 rental code $7.99) DMETA+HMODEM
3. Gateway (Pano 3.0 = 30613 and PW3 3.0 = 30623 and PW6 3.1c = 30614 PW7 3.1= 30617)

CONNECT TO COMP. Base code = 30001
conect to comp = 30142
normal cable modem= 30602 or 30650 / 30651


OPTICAL NETWORK TERMINAL


QUICK TO CONNECT ( used by MDU customer- Multiple Dwelling Unit)
Base code= 30001
Pckg code= 30141
Quik connect modem= 30616



TELEPHONE

Base code= HBASE/ IBASE

TH = is a tehchnolohgy provided by COX through which they provide Phone services to their customer.
TP = is a latest techonology provided by COX through which they provide phone service to their customer.

Packages ==

CDTECONOMY ECONOMY
CDTESS ESSENTIAL
CDTESSU ESSENTIAL LIFELINE
CDTPMRMX PRIEMERE
CDTPMRUMX PRIEMERE LIFELINE
CONNULDGF UNLIMITED CONNECTION
CONN60GF CONNECTION 60
SIM3PKGGF SIMPLY 3
VOICEPRFD VOICE PREFFERED

ONE TIME CHARGES ( OTC )


1. VINSTAL = Without VINSTAL we cant do shipping. $100 ( for upgrading and downgrading video services) covers only 3 boxes
2. DINSTAL = for upgrading and downgrading internet services
3. VDROP = Tech will get 6 extra points for this OTC.

UPGRADE WORK ORDER

SC
CF ( by pass press enter)
35 ( Sales reason - H3 and Sales type - A5)
36 Cable screen
41 OTC screen
42 scheduling
43

4. VFBRCON = ( Almost 18 points) VIDEO REWORK for SRO and upgrade and dwngrad
5. VUWIRED = only to those where VINSTAL is there VINSTAL + VUWIRED. ( only 2 points) Alternate of VUWIRED is VREOTLT (3 points) for instal and upgrade and downgrade

INTERNET===

1. DINSTAL
2. DUWIRED
3. DREOTLT
4. VDROP
5. VFBRCON

PHONE====

1. TINSTAL
2. TUWIRED
3. TREJACK phone rework
4. VDROP
5. VFBRCON

04 Customer services
05 work ordr display screen
06 Equipment screen
07 Balancing screen
CM Customer Maint
35 Order entry
36 Cable screen
37 DATA screen
38 Telephone screen
40 Servicable screen
41 OTC screen
42 SS/RS
43 Order summary

54 for LOB and services



SRo===

SR
CF
41 VDROP
42
43

TROUBLE CALL

TC----- TD-----TC----TT
CF
Problem code
no sched


NIU OTC Voice Port) (network interface unit) = no longer available this phone technology
First go to HM screen and remove the eqp.
SR---Cf---41(TNIUPKP)---42---43

RELOCATE work order==== If DINSTAL otc is open then RElocate OTc will not work
For video--- VRELOC and customer will be charged $60.
For data--- DRELOC
For telephone-- TRELOC
SC----CF----41 and add the OTC and assign to tech

For swapping the box
Video=== VPROSWAP
Data====DPROSWAP
Telephone= TPROSWAP
. SC---CF---41 ADD THE OTC AND ASSIGN



WORK ORDER STATUSES


1. Not Coded
2. Complete ------------------ * Arrival and completion time
* Finding and solution codes
* Homecert status
* Ingress status

3. Cancel (TC) in task CN then code and Not done (UP/ DW/ SRO) first check in then select not done nd select the reason


DOOR TAG
There is 15 mint policy

OTC for door tag-------- NTHMETC in allday time frame.

* Only in CDIS company we have to complete( office only) this new sro created for OTC.


CANCELATION/ RESCHEDULE SCENARIO



1. Tech driven -- where tech refuses to work ( needs supervisor approval ) 2. Customer driven-- no need to call customer

TO WAIVE OFF CHARGES-------
go to 57 screen then CL then $







FAILED SELF INSTALLATION stand alone otc

Self - Customer is charged $20 Professional - Customer is charged $100.
OTC--- Cable- VSLFPRO Data- DSLFPRO Phone- TSLFPRO this Otc should be in sro

self installation otc--- VSLFACT Mandatory otc VSHIP & VNOSHIP THIS SHOULD BE IN SC ie in UP ND DW
FOR DATA DSLFACT VSHIP VNOSHIP




SERVICE VERIFICATION POINT


OTC----------------------- VSVCER


SERVICE FOLLOW UP

OTC-----------------------------VSVFLUP DSVFLUP TSVFLUP



WALL FISHING USE ALWAYS SC NOT SR $50 ( Mandatory Otc VINSTAL ie VINSTAL + VFISH work simantainiously)
OTC--------------------------VFISH DFISH TFISH

CAMERA MOUNT POINTS

OTC-------------------63201





FOR OWN MODEM PROVISIONING



* 30651 we need three imp. info from tech --------------------

1. Model number 2. Serial Number 3. Mac id


From KEY TOOL we have to search COX CERTIFIED CABLE MODEL the ctrl+F to search. Then search model number provided by the tech nd we will gwt ITEM NUMBER there. Then add this info in 06 screen.







TROUBLESHOOTING THE EQUIPMENT



1) Reprovisioning
2) H- Hit and IN hit (ONLY FOR CABLE) i2 for channel not working


NM SCREEN ------- Verify the email.id
AU SCREEN ------- Modify the email id before modifying first CPNI ie authenticate the customer.




MT PROCESS


Eqipment not assigned to tech. then go to MT screen then entr the serial number and F10 then F3.




HOMECERT----------------------issue with channel or no signal


TX--- TRansmitting the signal
RX--- Returning/ Receiving the signal



HOMEVIEW




Activate the MOCA----------------

To activate moca we just have to go to homecert then click on moca view and just enable or disable the moca view.



BURY DROP

We need to call the customer first for the confirmation.





-------- PHONE PROVISIONING---------

Dial tone----------( use only vision tool) To resolve the issue of dial tone we need to reprovision the box and then check on vision tool. If we are getting BLUE transaction on vision tool the we have to raise ticket .
For Telephone --- ordmgr For Data--------- CHSI ttech at home issue
Use VISION TOOL while reprovisioning DATA.



EDGE HEALTH

Tool just to check the status of eqipmnt wheather its active or not. Only for DATA and TELEPHONE



Inbound and Outbound issue------------- for this issue we use SOA -----------

First we have to go to HM screen and in the last we will get Rate Center then copy the rate center and
put that in a sheet called ROUTING TOOL in this we have to ctrl+F then paste and we will get the region

In SOA tool we have to first select the select option then a page will open select the SPID 979H and region and telephone number from 38or 34 screen after that we have to submit.
now SPID should always be in 979H if it is in 7661 it will not work.

If we are not getting 979H then we have to raise ticket ---- RESIDENCIAL LNP TECH ON SITE




TRANSFER THE EQUIPMENT

We just have to go to 06 screen then put the reason 9 then enter.


OTC for MOCA install------------------VPOEIN


TAG NUMBER UPDATION


We just need to go to HM screen the page down nd the put the tag number in tag bar nd just enter.

NL TRANSFER

When we get error of Eq. assigned to customer then we have to copy that serial no. nd put that in 21 tab and we will get the account number nd then copy that account numbr and put it in icoms from threre
we have to NL transfer to new account and we have to provision it.