Notes

review, roleplay of activation for legacy, mock call
2 featutes of cable box

1 way addressable
*Program Guide
*Linear line TV

2 Wat Addressable
* Interactive Program guide -
*Live channels - depends on what channels they subscribe
*Xfinity demand - can watch anytime
*Pay per view - live, boxing match etc. (only specific time/schedule available)

Brands
-Motorola
-Pace
-Thompson
-Scientific Atlanta
-Cisco
-General Instrument

Cable BOX - dvr (2numbers)

legacy boxes with DVR - BUILT IN HARD DRIVE
SERIAL # OF BOX
CABLE CARD SERIAL NUMBER

x1 - with cloud (can save recording)
last 4 digits of serial number - to make it effortless
12 characters only

LEGACY CABLE BOX
SD DTA - Standard Definition Digital Transport Adaptor
ONE WAY ADDRESSABLE
-FIST SIZE
1 BLINK -
2 BLINKS - READY
3 BLINKS - REBOOTING
INFRARED OR RADIO FREQUENCY

HD DTA - HIGH DEFINITION
CABLE BOX WALL OUTLET
HTMI
COAXIAL CABLE - STANDARD DEFINITION ONLY

SD DCT - DIGITAL CABLE TUNER

HD DVR - if needs replacemebt cable box, lose all recordings
store to harddrive to cloud tech.

XR2 - no mic, cant do voice command, universal remote (phase out)

TYPES OF INSTALLATION
*Self Install Kit/ Getting started kit - htmi cable, power cord, etc.
*Professional installations -

ERROR MESSAGES IN LEGACY BOXES
*DTA - status code with number
*Motorola - one moment please this channel will resume shortly (SOAO)
*CISCO or SCIENTIFIC -

NO PICTURE S AND NO CREEN (SIMPLY CHECK CONNECTIONS, CABLES AHOULD BE CONNECTED)
*BLACK SCREEN
*BLUE SCREEN
*NO SIGNAL
*
TYPES PF ACTIVATION SIGNAL
WE CAN ONLY SEND SIGNAL THROUGH ITG
*REFRESH SIGNAL - ACTIVATE A DTA BOX
*INITIALIZE SIGNAL - REBOOT/RESTART (TURN ON AND OFF)
*STB HITS - Refresh STB
Not part of your ITG's are called workarounds.

TIMEFRAMES
*program guide - post download process (15-30min) (after activation)
*during pre download process -black screen is normal
DTA/DCT - makita dayon ang error message

*Post Download - after activation (30mins) certain feature of a cable that should be downloaded, example is program guide
-show that activated
*Pre Download - before activation (30-45mins) (CISCO-black screen) (then error message; your chuchu is not authorized for use)
"i will be sending multiple signal on your cable box (wait for 2hrs for the signal)"
"may i know if the power lights are on?"
if there are no lights, let the customer turn on the cable box by pressing the power button.
just to check the devices are working, switch remote, can you adjust the volume through the remote? -if not, program the remote.
(model number is found on the inside of the battery built, brand of remote)

PROGRAMMING REMOTE
1. Turn on tv
2. Press the setup button for 4 seconds.
3. type in the 4-5 digit code

account number and ticket number that have called is to be listed and to be passed. Click COMPLETE ITG.

ITG
After sending signal and there still no signal.
ITG will send next step
Different activation for x1 and legacy

CONTEXT: Activation or repair?
1"May i know what is your specific issue?"
1"Can you tell me more about it?"
2"What steps are already taken? / May i know what you have done so far?"
3"are you seeing an error message or error code?""
"i see here that you are trying to activate your device."
"may i know what device you want to activate"
is this for first time activation?





SCIENTIFIC ATLANTA
-message on screen that your cable box is activating

SUMMARIZE
I just wanna do a quick recap.. Again thank you so much.

select the affected equipment from the list below, if the affected equipment is not listed, click "not listed".
-"may i have the last 4 digits of your serial number of your cable box please?"
equipment, biller (active or disable) (then active if not or referesh), einstein360
*type of cable - serial number - active or disable


issue resolve - to close ticket - justify in the documentation

just in case mr. smith the call will be disconnected. may i have for your backup number?

billing vs. gsk
operations
side barge
pnps
sm sale
vpn

check in billing if she have tv services if customer want to activate cable box.
PCI - Powe Connection Input
"just to verify the cable box is already connected to power?, right?"
cable in/ cable out
cable wall outlet should be connected to cable in & finger tight
htmi/coaxial cable are input

CERTIFICATION
*splitter
-tendency signal will be divided (so need to remove; if possible) (set clear expectations - tell there is possibility to not be activated)
-where in you can connect multiple devices in one wall outlet
- one cable outlet * multiple devices
*coaxial cable -round type of cable with pin in the middle
*htmi -

PCI (
- Coaxial able to outlet
-connected to cable box (cable in)
-Between cable box and tv
-if cable is connected to HDMI CABLE at the back od the TV? HDMI 1 OR HDMI2 ETC?
-wrong input means no signal
-input/source button
-i

uf one cable outlet only
check boxes to ensure youre not skipping ITG