AE Order Entry Training Service Order Training Hunt Rollover Training Customer Service Record Training May 2008 All Divisions.

AE Order Entry TrainingService Order Training

Hunt Rollover TrainingCustomer Service Record Training

May 2008All Divisions

The following forms should be included:

• Business Services Agreement Service Agreement_AE_Training.doc

• Business Service Order Ugly Form_AE Training.xls

• Current copy of bill and/or current CSR Customer CSR - Sample.doc

• Site Survey – with install time frames, number of techs required to complete the job and vendor information. site_survey_AE Training.doc

• RESPORG for Toll Free Service– if applicable (also a CURRENT bill must be provided if porting a toll free number). resp_org_form.doc

Orders will be kicked back for the following:• Pricing on Business Service Agreement does match USHA Knology

Business Intranet - Pricing• Address not serviceable in USHA• Any information missing or incomplete on Business Order form –

(signatures on LOA missing, directory information missing or incomplete, hunt group information not clear, FTID, credit info)

• RESPORG not signed within 30 days of scheduled install • Any of the previously mentioned forms are omitted• Requested install date is less than 7 business days for ported installs

unless expedited from the Business Sales Managers only.• If porting from a cell phone company, we MUST have a copy of the

most recent BILL and the authorized persons social security number. • If a deposit is required, the deposit must be collected. A shell account

should be created and the deposit should be applied to the account prior to the order being sent to BCC

• Business Sales Manager/Supervisor signatures not provided to waive install or GM/BM for deposits

Please notice the needed info for Field Services on the site survey. This will assist the Ops teams and also the BSC from taking calls on questions

concerning location. Other imporant info on vendor, current customer, USHA account (get from

SalesForce) will be vital to a great install for the customer.

Additional REQUIRED info on Site Survey’s:As much information as possible from the AE on the required site

work. Installing or activating existing outlets? How many? Any wallfish? Static IP needed? Network or phone vendors?

• On the Business Order– SIC (Internet Lookup)

• Amerilist - SIC Code Lookup :: Standard Industrial Classification Verification

– YPH Lookup via Knology Intranet• http://www.knology.com/productmanagement/imported%20documents/yellow_pages.pdf

Understanding AT&T and Verizon Customer Service Records

• Where do I find Customer Service Records for AT&T and Verizon?

• What does a line look like?• What if we are porting from a CLEC?• Where do I find the features?• Where do I find the hunt?• What are the Knology definitions for hunt? Where do I

find these definitions?• Where do I put this information for Order Entry and the

BSC?• Why is this important?• Who and what does all of this info impact?

Understanding AT&T and Verizon Customer Service Records (CSR)

• Where do I find Customer Service Records for AT&T and Verizon?– Your BSC for your Division will pull the CSR

for AT&T from LENS (Local Exchange Navigation System) or the information from WISE for those customers with Verizon. This should be sent over with your order to the BCC to be keyed.

Understanding AT&T and Verizon Customer Service Records (CSR)

• What if we are porting from a CLEC?– Your BSC will request the CSR from the CLEC. They

have the information available to them on the Intranet for all of the CLECs. http://www.knology.com/productmanagement/imported%20documents/porting_carrier_info.xls

– Some info will be available to you on the CSR.– If the info needed is not available on this form then it

is important to discuss all information regarding the customer order with the customer and/or the phone vendor. Make sure that you are thorough and all info has been placed on the Business Order sheet or PON/Matrix forms.

Understanding AT&T and Verizon Customer Service Records (CSR)

• What are the Knology definitions for hunt? Where do I find these definitions?

– http://www.knology.com/productmanagement/business/imported%20documents/hunt_group_defns.doc

– Please refer to the Business Services Intranet for a more detailed description of this change.

Hunt Group Types and Definitions

Here are the 2 most common Hunt Groups used:

Directory Number Hunt (with or with-out VM if customer has their on VM system)

DNH-SEQ - (Call Flow will hunt in the order of how the numbers have been programmed (listed in service order notes)

DNH-CIR - Call Flow will hunt to find the first available line. (No particular order)

If the voice mail option has been requested the voice mail will always be on the main dialed line.

3 Line Hunt: (3LINE) with SDNA option. Must use this type of Hunt if the customer has a number in the hunt with intelli-ring # on it.

Understanding AT&T and Verizon Customer Service Records

• What does a line look like?– On a typical CSR for AT&T, and for most orders, a

line will be posted as “1FB”…see below.– For Verizon it will show as a “Working Telephone

Number”…see below.

Understanding AT&T and Verizon Customer Service Records

Understanding AT&T and Verizon Customer Service Records

• Where do I find the features?– On a typical CSR for AT&T, and for most orders, features will be found

under the “1FB” listing. All corresponding features pertaining to that line will be listed below the number. In this example voice mail is found as a feature under the line.

– For Verizon you will not be able to find this information on WISE. It is very important that you question the customer and the phone vendors for this information and include this information on the Business Order sheet.

Understanding AT&T and Verizon Customer Service Records

Understanding AT&T and Verizon Customer Service Records

• Where do I find the the hunt group?– On a typical CSR for AT&T the hunt group is found at the

beginning of the CSR as per the example below. It will normally be found below the service address and billing address info, before the additional listing info and before the 1st “1FB.”

• Where do I put this information for Order Entry and the BSC?• Why is this important?

– The information placed on the Business Order effects the accuracy of the ported numbers, the accuracy of the features, and the accuracy of the hunt group. Inaccuracies effect Telephony and Order Entry and all departments and personnel that touch your inaccurate orders.

• Who and what does all of this info impact?– At the time of install it can negatively impact the Installers,

Dispatch, Mediation (this team provisions the hunt groups), Switching, and the worst OUR CUSTOMERS.

– In a short time all orders will be automated. This means that you will be able to enter those orders in SalesForce. While you input those orders you will not be allowed to progress to the next section in an order unless you have information that is pertinent to the order. In time, the lack of this information can impact your ability to place an order in a timely manner.

Understanding AT&T and Verizon Customer Service Records (CSR’s)

• What can you do as a professional sales rep with Knology to insure that your customer’s best interests regarding their orders are submitted correctly?– Use the AE checklists that are available to you while you are

filling out your paperwork to double check your accuracy. It will also help train you as to the important information that is needed.

– Practice retrieving this information now so that when automation does happen you will be trained on requesting all of this information from your customer at one time in order to put you order into SalesForce.

Happy Selling. Go forth and prosper.