Notes

Date: 8.10.21 Day: 1
DTS TRAINING- COX

LOB:- cable , internet, voice (lob 3)
panoramic - internet
contour - cable
CHL - cox home security life.

IES, NOD (national on demand) , ACE - vendor tech. - we are dealing with these comapnies.
INHOUSE tech. - directly associate with cox.

Work order - in numeric- type of service customer want to avail.
1. UP- up grade (lob addup)
2. DW- down grade (lob lose)
3.TC- trouble call - customer facing issue with their account.
cable , internet, voice (lob 3) - fix the issue of the customer
4.SRO- special request order - technician left the wire on ground without grounding it. at that time SRO used.
5.INSTALL - 1st service taking from the cox by customer - (new install).

In U.S, we have 4 time zone:
1.MST - mountain standard timezone
2.PST - Pacific standard time - area: los vegas, santa barbera,etc
3.EST - eastern standard zone.
4.CST - Central standard time - area: lusiana, pancacola,etc

TECHNICIAN ID: for eg: 42176.

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Date: 9.10.21 Day: 2

VIDEO SERVICE CODES: PACKAGES CODES
100- Base code ( add any service to the cusomer account- add base code)
101- Starter package ( customer ko 30/40 channels milege) ----------- 201 (new code)
111- Expanded package --------- 211 (new code) ( name of package- prefered)
325- Advance TV
614- contour- device- box- hd box (code should be change as per the customer requirement)

VIDEO EQUIPMENT SERVICE CODES:

A. ROVI B. CONTOUR 1 C. CONTOUR 2 (imp)
BOX CODE: C2 DVR C2 HD C2 Client (whole home
667-HD -------- 100, 101/201, 111/211, 325, 667 (occurence) 1. 614 - HD + $10 service)
660 sd 2706 1. 6800+ 1. 6802+ 1. 6801+
2750 (IPG) + 2750 2750
6672-HDDVR --- 100, 101/201, 111/211, 325, 6672, 4525 (occurence) 4525 / 4526 (u need a host
(REC 2) (REC6) (6800/6802) for
+ 2. 6602 + c2 client work)
4525-DVR service code 4525 + REC 2 (box record 2 programmes or show)
( DVR service add so that 2706 HDDVR $20
DVR work)

3. 6606+ $30 HDDVR
4526+ REC 6 (box record 6 programme or show)
2706 {IPG (interactive programming guide) code}


D. MINI BOX (Data box) E. IPTV ( internet protocol Telivision) (imp) F. CONTOUR 2 (wireless box)
Occurence: 1. 6803 + ----wired client 1. 6804 + 2750 (IPG)
100 2750 (IPG) + 4802 (REC 2) / 4806 (REC6) (no REC bcoz it is a box)
101 2. 6805 + ----wireless box
111 2750 (IPG) + 4802 (REC 2) / 4806 (REC6)
3425 (digital starter package) (by through code) (325 is not compatible with mini box)
695 (mini box code)
OR
696 ( wall mounted box)


G. CABLE CARD: (cable box) technogy through which customer can have cox service in their home.
occurence: 100+101+111+325+649+650
649 +TIVO box (set up box) (HD/ standard) (buy from market as well as from COX)
650 -- Cable card ----- $4.
( both are mandatory to add together)


FORMER: ex customer - status - former
New install- status- Never
Trouble call, upgrade, SRO, downgrade- status - Active

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DATE: 10.10.21 DAY:3

INTERNET or DATA :
(occurence: base code+package code+equipment code)

30001 --- Base code

30167 30168 30141 30126 30170 30180 --------------------------- PLANS OF INTERNET (package code)
(starter ) ( Essential ) (prefered) (legacy ultimate) (New ultimate) (giga blast package)

Equipment / DEVICE:
1. Cable modem (only internet and wifi is optional use that customer can go with wifi or without wifi , not able to use phone)---- ( wifi inbuilt or using roter)---- (wired and wireless)
-----> 30650 - (cox purchased modem) $0
------> 30651 - (Retail modem) (3rd party modem)

2. EMTA : (use in phone and internet)--- (customer not able use the wifi service) (use ethernet)
------> 30610- EMTA rental code--------- $7.99-------- (use in internet)
-----> $0 RULE/ POLICY: if u take the voice service from cox they will wave off the rental charge of DEMTA for forever.
DEMTA + HMODEM $0 (internet) ----------- ( use in internet+phone)

3. Gateway: (include combination of internet, telephone and wifi)--- (wireless)
(customer cannot buy EMTA and GATEWAY bcoz it is soo expensive. It is always "RENTAL")
( customer can buy cable modem)
------> Docsis: not equipment. ------defines the age of the modem------ it is a company...it tag the modem.
( 3.1 latest Docsis).
Equipment service code of GATEWAY:
-------> 30613 - pano-3.0---- (rental equipment)------ (legacy)------ D3 Modem
-------> 30623- PW3-3.0----- (rental equipment)------ (legacy)------ D3 Modem
-------> 30614-PW6-3.1------- (support giga blast)---- (rental equipment)----D3.1 Modem (latest modem)
-------> 30617-PW7-3.1------- (support giga blast)----- (rental equipment)----D3.1 Modem (latest modem)

Internet service: connect to compete package.- 30142
.---> (customer should pay $9.99 for a month) (customer who are not financially good) (special service provided by cox to their customer. category: school and college student)
occurence:
30001- base code
30142- Connect2 compete
30602- Normal cable modem / 30650- cox purchased modem / 30651- third party modem
(both are mandatory to add together)
(already added we just do modification in the account)
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Date: 11.10.21 Day:4

PROVISIONING OR BALANCING
Provision- Adding the correct equipment with the correct service code

EQUIPMENT ITEM NUMBER EQUIPMENT SERVICE CODE

DTC4141 30614(PW6)
DAR168C 30623(PW3)
DTC4331 30617(PW7)
DAR1682 30613(Pano 3.0)
DAR2472 30163

EMTA Model Number Service Code
DAR3402 30610(EMTA Rental Code) without phone. If there is phone in the account then we have to use DEMTA + Homdem instead of 30610.
DSA321N 30610(EMTA Rental Code) without phone. If there is phone in the account then we have to use DEMTA + Homdem instead of 30610.

Dual Band Modem Service Code
DAR82V2 30650 (cox purchased cable modem)
DAR246S 30650

ONT(OPTICAL NETWORK TERMINAL)
(use this modem as router it will expand the range of the internet.) (WAN- wide area network)
IPTV in account-- 1 condition-- customer need to subscribe to the PW6, PW7 and ONT platform.

ONT(OPTICAL NETWORK TERMINAL) MODEM ITEM NUMBER Service Codes
DAL10GB 30680 (compatable with PW6 and PW7)
DTC4141 PW6 Gateway as a router(30900)
DTC4331 PW7 Gateway as a router(30907)

occurence:
30001 30001
30141 30900
30680

Video

Contour 1 Boxes ITEM Number Service Code
GMH1642/GMH4742 614 (c1 HD)
GMX9860 614
GMH9865/GSH9865 6606 (c1 HD DVR rec6)
GSH8642 6602 (c1 HD DVR rec2)

Mini Box Service Code
CMD250H/CSD250H 695 (mini box)
CMD2344 695

Contour 2 Boxes ITEM Number Service Code
GMX9865- c2 DVR--- 6800 (c2 dvr)
MMX022/CPX022/CSX022 6802 (c2 HD)
MMX013/GSX9865/CMX013 6800
MPXID01/MCXID01/CPXID01/CCXID01 6801 (if tech. don't have the c2 DVR for host the c2 client, we can use 6803 instead of 6800/6802) (c2 client)
UPXI6P 6804 (if tech. don't have c2 wireless, we can use IPTV wireless-6805) (c2 wireless)

IPTV Service Code
MPXID01/MCXID01 6803 ( IPTV wired client)
UPXI6P 6805 (IPTV wireless box)

Cable Card and Tuning Adapter Service Code
CMT700(Tuning Adapter) 649 (TIVO box)
CMO9060(Cable Card) 650 (cable card)

Quick Connect Service Code
DT4141H 30616
DAR2472 30616

-----QUICK TO CONNECT: 30616
(internet service) (moden used by the MDU customer i.e multiple dwelling unit) (eg: hospital, societies- consisting flats, schools)
Occurence:
30001
30141
30616 (quick connect modem)
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DATE: 14.10.21 DAY:5

TELEPHONE:
----> HBASE / IBASE- Base code
(legacy code) (new/ advance code)

----> technology: TH (legacy) (HBASE) (screen 40) TP(new) (IBASE)
(technology developed by cox through which they are provide telephone service) (new technology developed by cox through which they are provide telephone service)

PACKAGE ID
CDTECONOMY Economy ( CDT: cox digital telephone)
CDTESS Essential
CDTESSU Essential lifeline
CDTPMRMX premier
CDTPMRUMX premier lifeline
CONNULDGF unlimited connection
CONN60GF Connection 60
SIM3PKGGF Simply 3
VOICEPREFD Voice preferred
RESVM residential voicemail

HMODEM- telephone code in Gateway (equipment)

CALLING PLAN:
PIC- primary interchange carrier. 06269/ 33439/ 3829..or anyother code( no fix code)
LPIC- local primary interchange carrier. 06269/ 33439/ 3829..or anyother code( no fix code)
IPIC- international primary interchange carrier
(NA- no subscribe the plan)

PORT- L - Donor number (customer ported the number from the old service provider to the new one i.e cox)
NA- native number ( cox provide this number to customer).

LINE FL ( kitni phone lines ghr pr lgi hui hai) for eg: 2,3 or quantity of the phoneline.
PFP: premier feature plan. Extra feature enroll....foreg: caller id, call forwarding, speed dial.
Caller id: TV(tv pr aa jaiga ke kon apko call kr rha hai) and phone (phone pr aa jaiga ke kon call kr rha hai)

OTC's: one time charges

1. revenue of the cox
---> VINSTAL- Video install (link with video or cable) (for new work order use this) $100
occurence: 100,201,211,325,2750,6802,VINSTAL
Rule: 3 box install
INSTALL OTC- Upgrade, downgrade work order. (no in use in tc and sro)
VINSTAL+ VADDOUT = for 4th box and for more (*2 mean 6 box)

------> VUWIRED: unwired outlet. ( only give those account in which VINSTAL added) --- 2 points to tech. (Upgrade, downgrade work order)
------> VREOTLT: video rework-- 3 points (instead of VUWIRED, we can use this). (install and sro)
------> VDROP- (v.imp)
technician get 6 points by adding this. (install and sro)
in sro, if we add vdrop than our time schedule is ALLDAY.
-----> VFBRCON: fiber converter OTC- 18 points (install and sro)

-----> DINSTAL: Internet install $100
-----> DUWIRED
-----> DREOTLT- data rework points
-----> VDROP
-----> VFBRCON

----> TINSTAL: we are not allowed to create phone work order
----> TUWIRED
----> TREJACK- phone rework points
----> VDROP
----> VFBRCON

work order: occurence
--->sc
--->CF- by pass press enter
--->35- salers reason-h3
sales type- a5
--->36- cable screen
--->41- OTC screen


2. technician points
in task bar VIEW, we can check the points given to tech.

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DATE: 15.10.21 DAY: 6

work order display screen -05
SRO:
sc
enter
tech id h3 a5
42
43
54 lob

TC:
tc
tc (cable) td (internet) tt(telephone)----problem code
no schedule

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ICOM SCREEN:
04- cs/ customer service
05- worker display
06- equipment screen
07- balancing screen
cm- customer maintainence
35- order entry/ OE
37- data screen
38- telephone screen
41- otc screen
42- ss/rs
43- os
54- lob
cf- customer flash
40-st/servicable screen
57- customer Ledger/ wave off checking
view1- from -to
view 2- tech. pts.

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OTC
1. NIU OTC (network interface unit) (legacy phone technology)----voice port(another name of NIU)-- through which customer use phone.
TNIUPKP (tech- 6 points) (new phone technology)
return equipment to HM screen (remove--return)----- more keys-------- equipment
order:
sr
cf
41
TNIUPKP
42
43
dispatch--- time slot: ALLDAY

2. Relocate Work order: ----- vinstall hoga toh yh nhi support krega
VRELOC- $60-cost to customer
DRELOC- internet
TRELOC- telephone
order:
sc
hr---a5
41

3. swap the boxes
VPROSWAP- video
DPROSWAP- internet
TPROSWAP- telephone
order:
sr
cf
41
VPROSWAP
42
43
dispatch---- time slot:

WORK ORDER STATUSES:
1. Not coded- open work order- up/dw/sro
2. complete-
arrival time-- completion time ( enter in complete screen- for this we have to select the account than check in than click on complete and so on.)
finding and solution codes- for eg: 98 70 ( enter in complete screen- for this we have to select the account than check in than click on complete and so on.)
homecret status- we ask this to tech for signal level of the equipment- whether it is red or green according to it.
ingress status- we ask this to tech.- it is good or bad. (poll- jha se lines jati h)
3. cancel: tc-05-display-cn-cancel code-enter
4.Not done- up/dw/sro- account- check in- not done- code- enter (u can earse status/edit the status)

Door tag:
1. 15 min policy: we have to check that only after 15 min of his schedule starting time can tech. ask for door tag--- call customer( customer number we can see from- CM)- if doesn't pick ask tech the house discription add that in 15 screen.
situation: if customer want to reschedule the time -- rs- select the time as per the customer need.( in o points we did not select the time- in this we have to talk to the supervisior.)
door tag in tc-- give 2 pts. to the tech.
Sro- NTHMETC (OTC) - whenever we door tag to tech. in TC for cancellation for 2 points for travel. slot- ALLDAY.
CDIS- vendor -- scenario - whenever we door tag to tech. in TC for cancellation for 2 points for travel. . -- complete as OFFICE ONLY. -- with 98 and 70.

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VENDOR TECH. to INHOUSE TECH.
send email to the [email protected]

OFFICE ONLY : addresable change.

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CANCELLATION SCENARIO:
1. Door tag- need to take the customer approval.
2. customer change his/her mind for changes-customer driven...no need to take the customer approval.
3. no adult (18+) in the house.
4. tech driven- situation- a. tech ka truck khrab ho gya or voh vha ja nhi skta.
b. tech ne dekha uske truck mei voh box nhi h jo customer ko chahiye thi.
c. tech bole mei yh kam nhi kr skta i am not feeling well.
----take a supervisal approval or in another scenario supervisal approval already taken in account before coming to us.
5. customer don't have time
6. as per customer services are charged high
7. not good weather.
dispatcher: may i know the reason for the cancellation.

RESCHEDULE SCENARIO:
1. CUSTOMER DRIVEN: customer approval
2. TECH. DRIVEN: supervisor approval


PROCESS:
For c1 to c2 - we have to SWAP the codes from the 35 SCREEN---- 35- SELECT CODE- SWAP- THAN MAKE CHANGES IN 36. (problem face like contourtv,etc)
----- before COMPLETE the order make sure u have to provisioned the equ. than complete the order.
-------- complete- tech id.---98-79--arrival completion time enter.

reschdule: display-rs-select slot-enter-enter
--- scenario: customer cancel rs and want tech. today time slot....
select the order- display-rs- select the work order- enter - no schedule(41) - enter. than select the order- display- note id copy- dispatch-assign tech.

credit: wave off charges- 57- to check wave off given already or not. (unapp.adj-0)
cust info-$- 56-instal charges(?)- 100.00-(add - must nhi toh customer ko 100 dene pdege or escallation aa jaiga hme) - charges waved off after supervisor apprroved.

tc in office only:
select the tc order- display- rs- tick on office only- enter- fill completion and arrival time- enter

soft close and hard close:
open an account- display- 05- ckn- no and yes
NO - means soft close ( select the account- below it click complete- arrival and completion time- enter)----IN TC, ALWAYS SOFT CLOSE.
YES- hard close ( select the account- check in- click complete- tech id-enter- completion and arrival time- enter)--- IN UG,DW,SRO ALWAYS HARD CLOSE.

VSLFPRO: $100. ---SRO
DSLFPRO
TSLFPRO

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PHONE PROVISIONING
DIAL TONE:
Select the site--- no dial tone scenario--- go to VISION TOOL --- customer search-- quiery subscriber-- voice mac id for telephone--submit--- IMS---voice lines--- page down --registered dial tone
(NOT REGISTERED/ UN REGISTERED-- TROUBLESHOOT) -- bts/ hybrid-- site-- acc no.-- 12 digit no.-- submit-- green transaction( good to go) --- blue occurence than submit again-- green occurence--
give telephone occurence on icom--- grreen( good to go) ---blue after 40 or 45 sec than raise a ticket (atlanta ticket) ticket time- 30 min to resolve---
if green than again go to the vision tool aand check is there registered see again-- wait 2 or 3 min for this.

DATA TRANSACTION STUCK -- NEW SERVICE TICKET--- TECH AT HOME ISSUE-- CHSI PROVISIONING - CLICK-- TRANSACTION STUCK FOR DATA IN VISION TOOL---

EDGEHEALTH TOOL-- legacy tool-- not use for CABLE -- acc no.- - site--
HOME VIEW-- To check online and offline -- rebot the dadta and telephone boxes.-- enable moca--- reset the wifi pwd
homecert: verify the signals.



KEYSTONE: -- new service ticket-- phone- ordmgr-- cox telephone - double click--- details- transaction is getting stuck in vision tool-- 12digit acc no.--- description of the problem: dial tone

INBOUND ISSUE: SOA- SERVICE ORDER ADMN.- CX NOT unaBLE TO RECIEVE THE CALL --
TOOL: SOA.- service order administration.
Way to SOA: SEARCH - page open- SPID- 979h-cox communication (7661- legacy,- if cx is in it than there is issue.)--- REGION- (from routing tool we know about the region-- ctrl+f for find-- ctrl+v- find) -
START TN- cox given telephone no. to cx(from 34 screen) --- SUBMIT-- CLICK THE SVID IN WHICH PENDING STATUS SHOW ---CLICK TO ACTIVATE--- CREATE THE TICKET TO ATLANTA TEAM.
DISCRIPTION-- NUMBER NEEDS TO BE PORT FROM ___ TO ____--- ticket type- res LNP tech on site.

OUTBOUND ISSUE: SOA - cx unable to call anyone - same proccessor follow for outbound like inbound one.

niu/ voice port- HM/10 screen-- item no. ocvp25
21-equ. detail main.---- paste serial no. -- acc no.--- than return the equ--
equ not assigned to the tech-- than go to task-- MT-- serial no. -- f10--f3.






PHONE PROV

VISION TOOL

DIAL TONE (REGISTERED OR NOT)
cx search-query subs-add mac id(tel eq no)-ims-voice line
IF DIAL TONE NOT REGISTERED THAN REPROVISON THE EQ
REMOVE OCCURENCE THAN CHECK GREEN COLOUR

CHECK GREEN COLOR

VOICE WO-BTS-ADD SITE ID , ACC NO

RAISE TICKET IF BLUE COLOR AT KEYSTONE
ORDMGR IN CASE OF DIAL TONE
TECH AT HOME IN CASE OF DATA PROV


SOA (SERVICE ORDER ADMINISTARTION)
INBOUND ISSUE
OUTNOUND ISSUE


EQUIPEMENT NOT ASSISGNED TO TECH
GO TO MT SCREEN IN ICOMS ADD SNO. F10 , F3



13. SERVICE VERIFICATION-VSVCER(SAME FOR VIDEO,CABLE,TEL)all day(checking eq signal green/yellow/red)allday
14. SERVICE FOLLOWUP-VSVFLUP/D/T(all day)(when tech install eq but doesnt check if its working due outages setc or not and goes back after few day)
15.VFISH - WHEN TECH DRILLS A WALL MANDATORY OTC VINSTAL(DFISH/TFISH) SC VFISH+VINSTAL
16.CAMERA MOUNT PT- 63201(COX SECURITY) SC








PROVISIONING RETAIL MODEM (3RD PARTY)

* 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 EQUIPEMENT

1) Reprovision THE MODEM
2) H- Hit FOR NORMAL UPDATES
30 IN hit FOR MAJOR ISSUES (ONLY FOR CABLE) i2 for channel not working

CHANGING CX EMAIL

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



EQUIPEMENT NOT ASSIGNED TO TECH

ADD Serial number of the box--- GO TO MT IN TASK BAR ENTER SN. PRESS F10 AND F3
PROV DONE
DIFFERENT TOOLS
ICOMS
KEY TOOL- FOR RTL MODEM, DIAL TONE
HOMECERT- FOR CHECKING SIGNALS OF MODEMS
HOMEVIEW-REBOOT BOX,XRE HIT,CHANGING PASSWORD,SET FACTORY DEFAULT,TROUBLESHOOTING, ACTIVATING MOCA- GO TO MOCA VIEW CLICK ENABLE
ETA -CHECKING TECH STATUS,MOVING WO
EDGEHEALTH- REBOOT BOX



TC workorder- POINTS RAISE- always ask from floor support -- but for sc, sro, instal see supervisor approval.
7803- wired- most advanced platform-- c2 lite--- flex service-- IPG- 2750
7805- wireless-- IPG- 2750


split work order--
order---- check in the order- select the one which tech done todayi.e. data and split the wo of cable and data- complete the wo-- than - 05 screen- new wo of the another generate atomatically. i.e. cable--- if tech said cx want to rs this cable order on 14.11.21 than rs the order with no sechedule.
cable
data
homelife

update the tag number:
HM screen- down scroll- we find thw tag no. for eg: 432164--- enter-- enter-- enter ( hum do tag no. bhi dal skte h)
if we want to remove tag and add another --- first backspace both the tag no.-- enter--- than add the new tag no.
verify in the HM screen after it.


NL transfer- if equ. not assigned to cx
21- serial no.--acc no.-- than go to account which tech give-- 06-- remove the acc no with u copy from 21 -- NL transfer-- click on transfer--than enter the code.
active and disconnected - 54 screen-- good to go in this scenario
if in 54 pending than firsst complete the wo than do the changes on the account.

if equ. not assigned to tec----MT


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.