Adding Panoramic WiFi
Adding Panoramic WiFi
Embedded Files
- Go to SC to start a new Service Change
Don't forget to enter B5 in the sales reason box
If you haven't already check out the Current Campaigns page to check for any promotions. If you find a good one, add the campaign code on this screen, in the Campaign box.
Click here to review modem codes
Click here to review modem codes
30614 d3.1 Pano (PW6) $10.99
30623 d3.0 Pano (PW3) $10.99
The following codes cannot be offered by tech support, but you may find them on accounts still.
30651 Retail Modem $0
30650 Cox Purchased Modem $0
30602 Connect2Compete Rental $0
30616 Quick Connect Rental $10.99
30610 eMTA (No telephone service) $7.99
DEMTA eMTA (With telephone service) $0
30613 DAR2472 Rental $10.99
2. Go to the HS screen. Remove the customer's modem code, and add 30614
2. Go to the HS screen. Remove the customer's modem code, and add 30614
If you get a '1D Exclude if any' error
If you get a '1D Exclude if any' error
This means that the customer currently has A grandfathered WiFi extender installed on the account. These are incompatible with Panoramic WiFi, and must be removed before continuing.
To remove grandfathered extenders:
On the HS screen, located the code 31100, and select it
Click the Cncl/Disc button
Repeat for all occurrences of 31100
If the customer believes they will need additional WiFi coverage after removing the extenders, you can ship them a Panoramic WiFi Pod for a one time charge of $129.99. Any additional pods after the first are $99.99. Pods cannot be Professionally installed, or picked up from a Cox store. If the customer insists on professional installation, schedule a Failed Self Install for after the Pods arrive.
To ship Panoramic WiFi Pods:
Select 30614, then click the OTC button
Put a '1' next to PODV2P1
Put a '1' next to DSHIP
Put a '1' next to DSLFACT
If the customer wants additional pods, the number of additional pods desired next to PODV2AD
Hit Enter, then go to the SS screen. SKIP TO STEP 4
3. Go to SS. In the pop up, enter the following...
3. Go to SS. In the pop up, enter the following...
If the customer wants a Pro Connect
If the customer wants a Pro Connect
'1' Next to DINSTAL
If the customer wants to pick up the equipment
If the customer wants to pick up the equipment
'1' Next to DSLFACT
'1' Next to DNOSHIP
If the customer wants the equipment shipped
If the customer wants the equipment shipped
'1' Next to DSLFACT
'1' Next to DSHIP
Then mark the order Office Only, and hit Enter
4. The Scheduling screen will appear
4. The Scheduling screen will appear
If the customer wants a Pro Connect
If the customer wants a Pro Connect
Schedule the Pro Connect
Make sure Office Only is NOT checked
If the customer wants an Easy Connect
If the customer wants an Easy Connect
Make sure Office Only is checked, then hit Enter
5. The Order Summary screen will appear. Review the MRC with Taxes, Change, and Prorate with the customer. Once the customer agrees, hit Enter.
5. The Order Summary screen will appear. Review the MRC with Taxes, Change, and Prorate with the customer. Once the customer agrees, hit Enter.
NOTE: It is fraudulent to go past this point in the sale without the customer consenting to the new rate. Proceeding without explicit customer approval will result in disciplinary action up to, and including, termination.
If you get a 'EQ Deposit Due' error
If you get a 'EQ Deposit Due' error
Click GB on the left hand side to go back
Go to the OTC screen
Enter a 1 next to DEQPDEP, then hit Enter
Go to the OS screen again, and try to complete the order as normal
If the old error disappears, but a new 'Prepayment does not match the deposit amount due' appears, the customer must pay a $50 deposit for the equipment before proceeding. The deposit will be returned after disconnecting service.
If the customer agrees to pay the deposit
If the customer agrees to pay the deposit
Click GB on the left hand side to go back
Click Exit and Retain, then hit Enter in the pop up.
The work order will be saved Incomplete for the customer to pay the deposit
If the customer want's to pick the modem up from the store, no further action is needed. The customer can pay the deposit at the store
If the customer wants a Pro Connect, or Drop Ship, that will need to be scheduled with the agent taking the payment for the deposit. If Billing is open, transfer the customer there to complete the process. Otherwise, the customer will need to call back later.
If the customer DOES NOT agree to pay the deposit, Exit out of the work order. ONLY USE EXIT AND RETAIN IF THE CUSTOMER AGREES TO THE DEPOSIT!
All done! Skip the remaining steps.
All done! Skip the remaining steps.
If you are shipping any equipment
If you are shipping any equipment
The DropShip screen will appear.
Click Add on the left hand side
Place a '1' next to the modem you want to ship the customer
If you are shipping pods, enter the number pods desired next to the pod entry
Hit Enter to return to the drop ship screen
Hit Enter again, and check for any errors at the bottom of the screen. If no error appears, click Confirm on the left hand side
If an error appears, change the Ship Date to the next business day, then try again
Set the Status to Future Bill, and enter your sales number in the Installer box, then hit Enter
in the Start Bill Date box, enter the date 5 days from today and then hit Enter
All done! Skip the remaining steps.
All done! Skip the remaining steps.
6. Set the Status to Completed. Enter your sales number in the Installer box, then hit enter
6. Set the Status to Completed. Enter your sales number in the Installer box, then hit enter
If you scheduled a Pro Connect, this screen will not appear. You are already done!
If the customer still needs to pick up equipment from the store, set the Status to Future Bill instead, and set the Start Bill Date to 5 days from today.
7. Enter today's date in the Start Bill Date box, then hit enter
7. Enter today's date in the Start Bill Date box, then hit enter
Make sure to enter the date without any slashes or special characters. For example, 10/03/20 should be entered as 100320
If the customer still needs to pick up equipment from the store, set the Start Bill Date to 5 days from today instead.
All Done!
All Done!
Don't forget to leave notes on the account with what services you added, and for what price!
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