VOICE TECH DISPOSITION OPTIONS

WHEN TO USE

Add a Feature

Use this option when removing any feature on a rate plan

Broken Device

Use this when customer is calling because their handset is broken

Call Blocking / Forward

Use when customers have any questions  or inquiries regarding set up or removal of the call blocking or call forward features

Caller ID Issue

Use when customer is having  issues with caller ID

Can’t Make / Receive Call

Use when customer can’t make or receive calls

Data Back Up

Use when customer is having issues with data back-up

Ghost / Dropped  Call

When the call has static and customer cannot be heard, no one is on the other line although Jade shows an inbound call or when a call ends suddenly

Hotline / Unhotline Account

Use when a Voice and BB customer is hotlined and has questions around this issue.  If the agent will be unhotlining the account, also use this option

International Text

Use when customer can’t use international text messaging

Master Reset

Use when doing a factory reset/master reset resolves the issue the customer is having

MDN / ESN Change

Use when customer has issues after an MDN or an ESN change

MMS / SMS Issue

Use when customer is having trouble receiving or sending text messages or picture messages

Mobile Web Issue

Use when customer can’t use their mobile web

Muve Music Issue

Use when customer can’t access their Muve Music

Navigator

Use when customer is having issues with Navigator

Pattern Lock

Use when customer doesn’t remember the pattern lock on their phone

Ringtone

Use when customer is having issues with Ringtone

Ringback Tone

Use when customer is having issues with Ringback Tone

Roaming

Use when customer can’t roam or can only roam in certain areas

Set-up Applications

Use when customer is requesting assistance in setting up applications on their phone

Slow / Dropped Data Connection

When customer is browsing on their handset the connectivity is slow or it drops (if this is due to Usage Management, use the Usage Management option)

Software Upgrade

Use when there is a software upgrade required and customer is calling for assistance

UILD

Customer is having issues with Unlimited International Long Distance

Unable to Browse

Customer can’t browse on their phone

Usage Management

Use when customer’s Smartphone’s speeds are slow due to usage management.  If the speed is slow or is dropping due to an outage or another issue than Usage Management, use the slow/dropped data connection option

Voice Mail Issues

Use when customer doesn’t have access to their voice mail for set-up or can’t retrieve messages

Three Way Calling Issue

Use when customer has issues with the 3-way calling feature

Transferred Call

Use when transferring a call to other teams/departments or the IVR/*Pay

Other

Use this option only when there is no other option to select from that fits the reason why the customer called