Notes

TYPES OF CABLE BOX
XG1 ,XG2,XG3,XG4 RNG150N, X1 (XGIv1, XG1v3, XG1v4, XG2) ,RECEIVER BOX (Xi2, XiONE, Xi5, Xi6)
Mother box or Main box are
ARRIS and Pace XG1v3, ARRIS and Pace XG1v1, ARRIS XG1v4(Wireless cable box), Pace and Samsung XG2,
ARRIS XG1v4 is a wireless cable box that will only function when connected to the internet.
Hooking up the cable box is the same thing as to modem. Connect the round tip with a pin in the center to the cable box, then connect the other side to the cable wall outlet, then connect HDMI



Pace Xi3, Pace Xi5, Arris Xi6: this cable box will only work when they have main box
REMOTE: XR2, XR5 is non voice remote
XR11, XR15, XR16 is a voice remote control.



SSO (Self Service Options)
(at the end of ur call u can sale xfinity mobile, or during dead air u can also promote the app)
XMAA- XFINITY MY ACCOUNT APP -you can download this to access ur account , u can pay bills, u can check the services u acquire with Xfinity, u can troubleshoot, u can schedule a ring or call back from the agent.
XAPP- you can download xfinity application to control the wifi settings or high speed internet
Xfinity Stream App- TV CABLE you can download this app to watch movie on the go, or u can still see movie wherever u are.
8 S4X BEHAVIORS
1. Be warm and friendly
2. own it
3. MIE
4. listen appropriately and respond accurately
5.DN
6.SEC
7.BAXA
8.SA



HOW TO CONNECT CABLE BOX
-coaxial cord from the wall connect to cable in at the back of ur cable box, hdmi, connect it to the port of the tv (know how many ports, it should be at the top port) if no HDMI connect the CABLE OUT to the back of the tv, then connect the power cord to the power source, then from the power source to the tv.
next...
if no signal in tv screen then click input button or source button
if successful the tell the customer to flip channel atleast 3 different channel to make sure the tv is working. and also make sure the button on remote is working like volume.



TYPES OF CALLER
VARIFIED (ask the first and last name), PARTIALLY VERIFIED (ask for name and service address then proceed with authentication process- send code via email, last 4 digit of Social Security number, last 4 digit of last store payment). NOT VERIFIED.



TYPES OF CUSTOMER
ACOUNT HOLDER, AUTHORIZE USER, NOT AUTHORIZE 1 way addressable ,limited features
2 way has



X1 ACTIVATION PROCESS
Welcome-Select language-Voice guidance-Verify info(phone#/account#)- Downloading main menu(10 minutes)-Name device-Video/audio-Remote pairing-RC pairing PROGRAM-live channel


cmmac 0-9 a-f if rented then focus on cmac, if owned modem then ask for HF CMAC


Brende spoke with Dracula test
issue is activating the cable box


name, look up, if ur speaking with account holder then verify, if not speaking with account holder then ask for service address, then proceed to authentication


s1- start
*greeting/opening spiel
*verifying- ask for fullname ,phone number and address
*authentication





xfinity mobile, if customer want to use own phone then she/he can use own phone


EINSTIEN 360
CABLE BOX ACTIVATION
ASK FOR FULL NAME, PHONE NUMBER OR SERVICE ADDRESS, THEN CLICK LOOK UP. THEN START FOR AUTHENTICATION, SEND CODE TO MOBILE NUMBER, ASK IF HE STILL USES THIS NUMBER, OR ENTER ACCOUNT NUMBER THEN CLICK VERIFY, START S2 CLICK TRUOBLESHOOTING, ITG, CLICK ACTIVATION.


LEGACY BOX





MODEM AND CABLE BOX



8771401730243896