Across
- 2. Located in CAP, this helps guide you through your calls.
- 3. Tells the STB and the TV what to do, once programmed.
- 5. When an entire neighbourhood/city/region experiences issues.
- 8. This part of your WFE flow deals with Customer Education.
- 10. The tool we use to find the status of a technician appointment (where is that guy, anyways?).
- 12. Where we tune in to watch U-verse on a television.
- 13. If the customer has an ONT, the fiber cable goes all the way here.
- 15. "Where's my order?" tool.
- 18. IP address type that never changes.
- 19. Tool that lets us log into the customer's RG remotely.
- 22. The best way to reach out for help from your team.
- 25. Live this every day to make the customer's experience unique and memorable.
- 27. "Client Unprovisioned" message on a STB/DVR means this box is...
- 29. Your work phone.
- 30. This light is needed for everything to work, but cannot exist without the second most important light on the modem.
- 31. The cord that makes a computer go from wireless to wired.
- 32. This place handles cancellation requests.
- 34. Clear this from your browser.
- 36. The tool that lets us check whether the customer can view a sporting event.
- 39. The IP in IPTV.
- 44. The office that controls video content for entire states.
- 45. A ticket we submit for SPP provisioning errors (with a very unfortunate acronym).
- 47. Suffix to FTTN when a customer has two lines going to their home.
- 49. A High Definition video cable.
- 52. Account Status when services are completely installed.
- 53. Change these for the phone through the CSR Portal.
- 54. What a customer asks for when their services are out (Go BIBA).
- 56. Create a change order with this.
Down
- 1. One of the jacks on the back of the RG that accepts the Uverse signal from outside the home (color).
- 2. This makes the ISB7005 special.
- 4. One of the operating systems we support.
- 5. "I can help you with that" is a good example of this type of statement.
- 6. A tool to check for errors on an order.
- 7. Reset this if a customer cannot access their online account.
- 9. The e-mail address that the customer would like to be contacted on for order updates, tech appointments, etc.
- 11. An AT&T website that we use to look up information for our calls.
- 14. The phone number to call to finish a CSI VoIP order.
- 16. Customer will have this when they have U-verse internet, but no Plain Old Telephone Service.
- 17. Do this before ordering, dispatching or releasing.
- 20. We have Specialists to help you find this.
- 21. When SDP shows the member ID, but G2 can't see it.
- 23. A Sutherland website that we use to look up information for our calls.
- 24. The promotion types we're allowed to use.
- 26. Department that handles Out of Scope computer issues.
- 28. The person who is supposed to help you develop when you're in production.
- 33. The escalation department that seems to handle everything we can't, and makes AOTS tickets.
- 34. The State that always needs filters on IPDSL.
- 35. The LNP tool checks this property of the phone number.
- 37. The VIP2250, ISB7500 and IPH8005 are all examples of a ___ ___ DVR.
- 38. We usually call this department "Accounts Receivable" because they deal with past due amounts.
- 40. What we call a STB when talking to a customer.
- 41. The second most important light on the modem.
- 42. Clean these from a browser, they're better in milk.
- 43. Where the fiber changes to copper in FTTN.
- 46. When a receiver is ready to be plugged in, SDP will show the Order Status is this.
- 48. AT&T's customer satisfaction survey.
- 50. It sets the tone for the call.
- 51. The alter-ego name for the UFO Support Page.
- 55. What we call an RG when talking to a customer.