The "one or more occurences" error occurs because one or more of the customers services is not properly provisioned yet. This is usually because you forgot to go to EQQ to provision your modem after making changes. If not, we will need to find which service is not provisioned and provision it.
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Go to the ES screen
We will need to check to see how many occurance of each service the customer has
Check this by looking for the number in the "To" column for each service.
So, in the example below, this customer has 4 occurrences of cable, so I will need to make sure we have 4 cable boxes provisioned
Follow this process for each service.
100 for Cable
30000 for Internet
IBASE or HBASE for Telephone
2. Go to the EQQ screen, and check to see how many occurances of each service are provisioned.
In the example below, we can see there are 3 cable boxes provisioned. So, if we can't find the 4th, we will need to provision one to resolve this error. We will need to check this for each service present on the work order.
You will not find telephone listed here. If the customer has telephone service, you will need to click "Port Occ Asgn" their modem. If it is telephone compatible, you will see 2 ports where telephone can be assigned
Telephone compatible modems will have a red asterisk (*) to the left of their Item Number
If you see a green highlight next to a piece of equipment, this means the service that has been assigned to that box is not compatible. You will need to do one of the following to resolve that:
Change service to be compatible (downgrade internet speed, change from contour 1 to contour 2, add/remove DVR service, etc)
Remove the occurrence entirely (if the customer doesn't intend to use it)
Swap the service to a compatible box
4. Once you've determined which service is missing equipment, and what equipment the customer intends to use, we will need to provision it, using the "Port Occ Assn" button
The equipment may not be on the account yet! Or you may have several options, and it may not be clear which you will need to use. If you are at all unsure, ask the customer for the serial numbers of all devices they intend to use with that service.
If the customer does not intend to use all of the equipment we saw they will need, you can go to the CB / HS / TS screen remove any unwanted occurrences, then try to complete the order again. This may resolve the error!
If the equipment is not yet on the account, you will need to add it first.
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