Voice Installation Job Aid

Purpose:

This document outlines the standard internal procedures for processing voice installation orders

Customer Creation:

Internal Process – CSR

•  If placing the order for a subscriber, please manually confirm the services for the subscriber, and schedule an installation by selecting the clock icon.

• Please note the customer’s current telephone number in the notes section, as well as going through usual verification to check the email address, current telephone number, DOB, etc.

Internal Process – Dispatch

1. Review any incomplete tasks and identify all voice accounts. 4. Select the specific voice order task.

2. To create the customer account in Momentum, select the play icon on the pending task on the voice order, and select the button “Create customer account in Momentum”

3. Review the Service Order Notes for key details.

4. When customer creation is complete, select “Done.”

1

Information Sync:

Step 1:

Internal Process – Dispatch Team Swivel Chair

1. Switch to RPX (Momentum).

2. Update order notes and/or call the customer to collect the phone number if not provided.

3. Swivel chair back to CamvioWeb and edit the Service Order to enter the telephone number under Main.

4. Double-check the phone number for accuracy.

5. Keep the order in completion status.

6. Select “Finish” or “Complete.”

Step 2: Add Notes & Complete Configuration

Internal Process: Dispatch Team

1. Add a note to the order with pertinent details (e.g., SIP password).

2. In the task details, select “Configuration Complete.”

Step 3: Schedule Technician Visit

Internal Process

1. Schedule the technician appointment by selecting the clock icon on the order. 

BEST PRACTICE TIP:

1. Provide a temporary telephone number if the permanent number is not yet available.

2. Once confirmed, update the service order with the current phone number.