Author: Kerri Gingerich

When the queue fills up to 10 people and voicemails start coming in steady, we can close the queue temporarily: 1) Set the two status messages accordingly per the above instructions. 2) Dial *296 a. If the system says, “your auto attendant account has been ACTIVATED” the system is blocking …

There is a queue only message that can be accessed by dialing: *290. When the voicemail prompt starts talking, press OK on your phone to finish the dialing sequence. This message is used to tell customers when there is a higher-than-normal call volume and what place they are in, in …

Go to: https://myphone.tcc.on.ca/MyPhone/bg/ Sign in using credentials from KeePass. Click Auto-Attendant from the left-hand menu near the bottom. There are two phone numbers in the tree. Expand each number and open the Announcements sections. Expand announcements Select Support Issues for 519-263-6057 (Announcement ID 104) Click on Browse, Upload this file: …

Go to https://tcc.freshstatus.io Click Agent Login in the top right corner E-Mail: assist@my-support.ca Password: see keypass In the top right-hand corner click +NEW and select Incident In the right-hand pane under Templates select Issue with Channel template and apply it. Edit the Incident title so for example if the channel …

Remember, you are only telling customers that there is: A) An outage B) Who is affected C) Timeline for a fix if any Never give out any other information or specifics without talking to level two first. -- There are two messages, one that is heard by people calling in, …

Customers will now need to link their wtve account to a Bell account in order to sign into Crave with TV Service Provider. If customer does not have an account with Bell, they will be promoted to create one.

Click on My Favorites (top bar) > Configure my Favorites, pick from available item in list on left and click on the ">" icon to add to selected list on the right. Click on Close to save changes to your favorites.

Highlight the merged ticket in iVue and click on "Ticket Split" in left nav list. Select the ticket that you wish to split from the list of "Ticket(s) to be Split from Master Ticket", and click on Split (bottom right). Ticket Status will go back to what it was set …

You will begin to see emails regarding tickets to create for the Badbox 2 Malware issue. If you are the one to take this task, post in the Chat and go into Other status while you create the tickets. The emails will contain a spreadsheet with details of the customer …

You will begin to see Slack reminders every 2 weeks, listing certain agreements where noise may be a problem. If you are the person to acknowledge the post, please create a ticket indicating that the issue is a Proactive Quality Check. Subscriber Report will be “PQC Modem Performance”. Please check …