Notes

CALLER: Zuleika Vasquez
ISSUE: inquired about ACP
STEPS TAKEN: sent the document on how to enroll to ACP
REMARKS: No changes made on the account.
TICKET:
CALL BACK NO.: (848) 468-7875
ACC NO.: 8499053401372164
PITCH: Y
CMAC:
SN:
call back after 5 today
--------------------------------
CALLER: Xiaofeng Liu
ISSUE: Wants to activate service but the account status is disconnected.
STEPS TAKEN: transferred to sales dept to activate the account.
REMARKS: No changes made on the account.
CALL BACK NO.: (216) 280-9299
ACC NO.: 8773102590642015
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Unknown
ISSUE: Disconnected call
STEPS TAKEN: Endorsed situation to the supports.
REMARKS: No interaction
TICKET: NA
CALL BACK NO.: (640) 696-7025
ACC NO.: 8499050170392589
PITCH:
CMAC:
SN:
--------------------------------
CALLER: (856) 924-0407
ISSUE: Modem is offline and cx is not on the location.
STEPS TAKEN: Ran ITG until it recommended to manually restart the modem.
REMARKS: Cx decided to callback one he get back to the place.
TICKET: CR083875452
CALL BACK NO.: (856) 924-0407
ACC NO.: 8499050280069820
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Asa Henry
ISSUE: Wants to activate cable box but the account is under Central Division.
STEPS TAKEN: Transferred over to Central Division.
REMARKS: No changes made on the account.
TICKET: NA
CALL BACK NO.: 6784621807
ACC NO.: 8220144190095888
PITCH:
CMAC:
SN:

--------------------------------
CALLER: Lucille Leech
ISSUE: ADD 2 XM LINES
STEPS TAKEN:
REMARKS:
TICKET:
CALL BACK NO.:
ACC NO.: 8993116460097500
PITCH:
CMAC:
SN:
ORDER NO.: 3726400188217739937
CARD: 4403934626299346
10/27
815

169603481
05/16/1964
- 356543105825235
- 357333099934303 7173141558 - at&t
--------------------------------
CALLER: Abibatu Kamara
ISSUE: Modem activation
STEPS TAKEN: Ran ITG- routed to truckroll
REMARKS: created tech appointment.
TICKET: CR083904775
CALL BACK NO.: (240) 423-0299
ACC NO.: 8299400121312420
PITCH: N
CMAC:
SN:
--------------------------------
CALLER: Richard Bussiere
ISSUE: TN registration
STEPS TAKEN: registered the phone.
REMARKS: Issue resolved.
TICKET:
CALL BACK NO.: 9782276708
ACC NO.: 8773103500020912
PITCH: Y
CMAC:
SN:
C0A00D0E0A03
--------------------------------
CALLER: Brandon Lowe
ISSUE: Modem is offline
STEPS TAKEN: Ran ITG - routed to tech appointment.
REMARKS: Original: Today from 10:00 AM - 12:00 PM EDT
TICKET: : CR083914177
CALL BACK NO.: (681) 306-4964
ACC NO.: 8299300011292270
PITCH:
CMAC:
SN: 6813064964
--------------------------------
CALLER: Betelhem Tsegaye
ISSUE: Modem activation.
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
TICKET: CR083922014 - modem activation
CR083923906 - flex box activation
CALL BACK NO.: (301) 529-1131
ACC NO.: 8299420661473531
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Jonathan Myers
ISSUE: wants to add voice service in his account but there's an error adding it up.
STEPS TAKEN: Transferred to disconnect department for assistance adding the service.
REMARKS: Now changes made on the account.
TICKET:
CALL BACK NO.: (973) 865-3345
ACC NO.: 8499052530395864
PITCH:
CMAC:
SN:
telephone
--------------------------------
CALLER: Devin Neidlinger
ISSUE: Drop issues/ low hanging
STEPS TAKEN: processed a ticket in ECM
REMARKS: Customer agreed to wait for the update to confirm the situation.
TICKET: ECM0001079774
CALL BACK NO.: (717) 215-6508

ACC NO.: 8993205500288771
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Guirland Dorsainville
ISSUE: Telephone service doesn't have full feature.
STEPS TAKEN: Updated the full feature on XPG tool.
REMARKS:
TICKET:
CALL BACK NO.: (804) 283-6818
ACC NO.: 8299600141064600
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
TICKET:
CALL BACK NO.:
ACC NO.:
PITCH:
CMAC:
SN:

(804) 451-9754 - l
(804) 451-9768
- fax

--------------------------------
CALLER: Christina Alevras
ISSUE: Asked a question about how to return the device.
STEPS TAKEN: Gave the options about how to return the device.
REMARKS: Issue resolved.
TICKET: NA
CALL BACK NO.: (860) 705-9542
ACC NO.: 8773402000942694
PITCH:
CMAC:
SN:
check account later
- ship xb7
- self install
--------------------------------
CALLER: Ouafaa Amani
ISSUE: Cx is concerned about the $100 charge when his acount is under internet essestials and the installation is still under 30 days.
STEPS TAKEN: Transferred to Billing department to further assist the cx for the available options. Agent received the call.
REMARKS: No changes made on the account.
TICKET:
CALL BACK NO.: (617) 386-3495

ACC NO.: 8773103131813420
PITCH:
CMAC:
SN: 24540
--------------------------------
CALLER: Ann Casiano
ISSUE: Modem activation but she doesn't have cable wall outlet.
STEPS TAKEN: Customer requested a technician to help them out.
REMARKS: Original: Today from 08:00 AM - 10:00 AM EDT
TICKET:
CALL BACK NO.: (860) 916-9150
ACC NO.: 8773400112722160
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
TICKET:
CALL BACK NO.: (717) 228-9549
ACC NO.: 8299200061473863
PITCH: y
CMAC:
SN:
--------------------------------
CALLER: John Koisa
ISSUE: Modem offline. Cx requested a tech appointment on set of the call
STEPS TAKEN: Ran ITG and tried to do troubleshooting but the cx remarked that he already did that with the prev rep and asked for someone to come and help.
REMARKS: Successfully scheduled.
Original: Thu Apr 06, 2023 from 03:00 PM - 05:00 PM EDT
TICKET: CR083964569
CALL BACK NO.: (732) 693-5241
ACC NO.: 8299200061474234
PITCH:
CMAC:
SN:
--------------------------------
CALLER: John Curless
ISSUE: Modem offline
STEPS TAKEN: Ran ITG - routed to truckroll.
REMARKS:
TICKET: CR083963805
CALL BACK NO.: (530) 903-0277
ACC NO.: 8299610253748239
PITCH:
CMAC:
SN:

--------------------------------


CALLER: David Cicero
ISSUE: Technician came and fix the issue but it's still showing thesame thing after that. ITG detected that
STEPS TAKEN:
REMARKS: Original: Wed Apr 05, 2023 from 12:00 PM - 02:00 PM EDT
TICKET: CR083969871
CALL BACK NO.: (856) 994-8147
ACC NO.: 8499051000150031
rdk 03033
Advise the customer that there will be no charge for this service visit because our systems indicate an issue on our side.